Job Description The main purpose of this position is to lead a team of quality assessors in order to provide reports, feedback, analysis, insights and trends to stakeholders according to agreed standards. Deliver 'Next‑Gen' Quality by consistently raising the bar on service‑delivery standards and enabling low‑risk, zero‑surprises BAU. Ensure best use of systems and technology to deliver effectively and efficiently. Ensure that the quality team’s outputs meet stakeholder expectations in terms of quality, compliance, accuracy and targets. Contribute towards Continuous Improvement initiatives to improve compliance, processes and systems at WNS and for our clients as well as personal and team skills. Shift : Afternoon and night shifts – Monday to Sunday (rotational shifts). Candidate requirement : Must have fibre or live in a fibre‑enabled area. Key Responsibilities Drive and conduct audit compliance, robust root cause analysis, remediation plans, ensuring adherence to contractually binding audit targets. Deliver sampling and stratification strategy based on compliance checks, financial processes errors, client priorities and agent performance. Ensure compliance with the quality framework and relevant legislation. Drive team performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring & reporting. Facilitate continuous improvement initiatives within the team. Accountable for the customer complaint resolution process. Ensure process documentation and sign‑off as per ISO standards and WNS Quality Framework. Deliver reports that are timely, accurate and contain business insights. Foster a spirit of continuous learning and collaboration across the team – career development, coaching and mentoring. Manage quality boot camp for new employees. Manage disputes between assessors and agents/team leaders. Ensure compliance trackers are created, updated and filed at all times. Create and amend scorecards according to operational needs. Attend and complete relevant scheduled training (e.g., Product, BPET etc.) for self and assessors. Qualifications Minimum 24 months contact centre experience in quality assurance management. Lean Six Sigma certification beneficial (yellow/green belt). Insurance industry experience beneficial. Knowledge, Skills and Attributes Analytical mindset. Proficiency in communication skills in verbal & written English. Self‑motivated. Confident in the team. Respectful of others. Example of integrity. Willing to delegate. Attention to detail. Ability to interpret data into meaningful reports (RCA, Analysis, Insights, Trends). Passionate about growing and developing one’s own team. #J-18808-Ljbffr