Deputy Manager

3 months ago


Durban, South Africa WNS Global Services Full time
Job Description

• Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented

• Ability to do Deep dive, RCA and create control plans along with process improvement

• Should be able to interact with senior management confidently on quality performance

• To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre

• Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits

• Responsible for creating the performance scorecard of the team and driving improvement

• Analyze current situation (As-Is), Identify Improvement opportunities and recommend measures (To-Be) to re-engineer processes

• Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management


Qualifications

Grade 12


Additional Information

UK Hours



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