Quality Assurance for Content Management with German
WNS Global Services is a recognized leader in business process outsourcing (BPO).
We deliver value to our customers by bringing operational excellence, deep industry and functional knowledge to critical business processes. Our customers comes from various industries, such us: travel, insurance, financial services, healthcare, manufacturing, distribution and retail.
We will welcome you in a global team and in a friendly work environment where you can professionally evolve. Looking forward meeting you!
Proficiency in German and English
Good excel knowledge
Proficiency in MS office applications;
Proven ability to develop employees by identifying learning and communication styles thus responding with appropriate levels of coaching, mentoring, discipline and support;
Act as role model for the team members;
Proven ability to organize and clearly communicate thoughts and ideas;
Conflict resolution and problem solving;
Adherence to Company values;
Effective time management; Prioritizing & organizing skills;
Accurate, methodical, analytical, with detail orientation;
Ability to read and understand data in report format and identify trends;
Service minded, able to take the customer perspective;
Process oriented, organized, structured and detailed;
Quality Assurance (QA) and Customer Satisfaction
Ensures quality targets laid out are met;
Implements and performs effective quality controls as per documentation requirements;
Provides feedback to each team member to ensure adherence to quality requirements;
Assesses performance of teams and counsels for performance improvement;
Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency. where VOC is the yearly survey sent by WNS to Secret Escapes;
Develops process maps; Documents the control methods regarding the quality KPIs and the reporting system;
Works out the collected data and provides on time accurate reports; Carries out periodic analysis to determine the process quality baseline and identify trends; Maintains the quality records;
Financial Perspective Contributes to the vertical QNS target through Quality Initiatives;
Ensures excellent customer relationship management and makes sure the client is referenceable;
Drives resolution of client complaints and escalations;
Ensures Training Needs Analysis (TNA) is done regularly for all team members in order to address individual; development needs to support business goals;
Ensures Training schedules are followed and delivered;
Identifies, develops and mentors a successor;
Complies to all internal regulations and policies;
One of our major clients:
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want and choose from more than ten million products. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes – from product discovery to final delivery.
We will welcome you in a global team and in a friendly work environment where you can professionally evolve.
Looking forward to meet you!