Quality Improvement Specialist
1 month ago
We are seeking a Quality Improvement Specialist to join our team at WNS Global Services. In this role, you will be responsible for ensuring high-quality service delivery to our clients.
Main Responsibilities:
- Conduct regular call assessments and audits to ensure compliance with Service Level Agreements (SLAs).
- Provide feedback to agents on their performance.
- Attend calibration sessions with operations teams and clients to discuss quality standards.
- Conduct quality audits and provide recommendations to managers.
- Hold regular meetings with team leaders and agents to discuss performance and improvement opportunities.
- Ensure accurate data capturing and maintenance of knowledge assets.
- Identify areas for quality improvement and implement changes.
- Document processes and procedures.
Qualifications:
- Bachelor's degree or higher in any field.
- Insurance experience preferred.
- Proficient in Microsoft Office (Word, Excel, Outlook).
- High attention to detail.
About the Role:
This is a full-time position working 24x7 operations, with main shifts between 2PM and 2AM. You will work closely with our operations teams and clients to deliver high-quality services.
What We Offer:
- A competitive salary range of $60,000 - $80,000 per year, depending on experience.
- Ongoing training and development opportunities.
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