Deputy Manager - Transactional Quality

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Key Responsibilities:

• Customer comebacks consolidation and follow-up on resolutions based on monthly meetings or conference calls and the reporting will be based post understanding between Business and Offshore team
• Monitoring and reporting TAT
• Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations.
• Ensuring team effectiveness
• Ensuring that reporting to all stakeholders are accurate
• Developing quality assessors
• Ensuring that assessment SLA`S are met
• Analyse data and make recommendations to the Operational team where needed
• Communication with all stakeholders

Qualifications

Matric Grade 12

Additional Information

• Minimum 2-3 years management experience within a contact centre
• Utilities experience is essential
• Management qualification preferable
• MS Office knowledge essential
• Previous QA experience required
• Proven experience in monitoring and leadership of operations
• Experience in providing expert consultation regarding department or business unit related matters