Quality Analyst

3 hours ago

Cape Town, South Africa WNS Global Services Full time

**Company Description**
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
- Quality Assurance within Insurance
- Evaluates quality of service, regulatory compliance and adherence to established procedures.
- Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer#s journey.
- Contributes to benchmark audits and targeted reviews.
- Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
- Partners with leadership to identify targeted audit needs for individual sites or teams.
- Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
- Consults with business to identify top opportunities and recommends actions to improve work product and business results.
- Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
- Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
- Organizes and obtains pertinent data, communicates expectations to peers
- Analyzes audit data and assembles audit summary reports for leadership distribution. Participates in audit
- Completes secondary reviews of peer audits to ensure internal consistency of work.
- Performs other duties as assigned.

**Qualifications**
- Matric
- Strong verbal communication and listening skills as well as demonstrated written communication skills.
- Demonstrated analytical skills.
- Ability to influence internal and/or external constituents.
- Demonstrated ability to maintain confidential information
- .Maintains a high degree of professionalism.
- Demonstrates a high commitment to quality.
- Excellent collaboration and team building skills.
- Develops and delivers effective presentations.
- Ability to build strong customer relationships and influence decision making at various levels of leadership.
- Experience working on US insurance preferred

**Additional Information**
US Night shift

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