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    Quality Associate – London Market Insurance - WNS Global Services

    WNS Global Services
    WNS Global Services London, United Kingdom

    1 week ago

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    Description
    Job Description

    ROLE PURPOSE: This role is responsible for ensuring that the agents provide quality service in line with the organizational objectives. Highlight loopholes in a process, and identify mistake-proofing opportunities which in turn would lead to an improved process
    Responsibilities:
    ü Develop audit checklists and operational definitions for various business processes
    ü Complete audits as per the defined sample size
    ü Send error notifications as per defined distribution list
    ü Perform root cause analysis for internal and external (client comebacks) by partnering with agent and operation's supervisor
    ü Provide feedback to the agent for each error and share monthly summarized feedback with operation supervisors
    ü Develop corrective and preventive actions by partnering with operations
    ü Perform deep dive audits and report out severity alerts (process gaps)
    ü Follow-up on action plans to validate the implementation
    ü Verify corrective actions are implemented and gather evidence
    ü Monitor customer comebacks and update customer comeback tracker
    ü Participate in the internal/external calibration sessions
    ü Review departmental procedure manuals for completeness and report out any possible gaps
    ü Discuss process updates with operations and training teams to develop clear understanding around the changes
    ü Perform accreditation for new hires as per the defined guidelines
    ü Ensure additional audits are performed for agents identified under bottom quartiles and training need identification exercise is conducted by collaborating with operations and training team
    ü Ensure compliance towards the activities listed under quality standard document
    ü Publish weekly/monthly accuracy reports to the stakeholders
    ü Publish monthly calibration reports
    ü Contribute towards process improvements through brainwaves, kaizen, etc.
    Update monthly ISO compliance checklist by working with operations
    People:
    Responsible for providing an effective and appropriate feedback to the team members. Manage Quality performance evaluations, encourage a productive and team-spirited, customer-centric environment.

    Qualifications

    · Subject matter expert in Lloyds & London Market (Re) insurance

    · Good understanding of Slip/MRC

    · Graduate / Post Graduate

    · Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality

    · Excellent Communication skills - written & verbal

    · Working knowledge of Excel & PowerPoint

    · Should have analytical bent of mind

    · Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mind-set

    Additional Information

    · Back office, Non-Voice with excellent comprehension and business writing skills

    · WNS policy on background checks to be followed

    · Has experience with MS Office tools

    · Proven ability to prioritise and organize effectively

    · Proven experience of building and maintaining good working relationships

    Flexibility and adaptability to work patterns & schedules, particularly during peak underwriting periods

    All your information will be kept confidential according to EEO guidelines.

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