Lead Associate

2 weeks ago

Vizag, Andhra Pradesh, India WNS Global Services Full time
Job Description


1-3 years experience working in a claims or contact center environment required.1 of 2Experience in a Performance Coach or similar position preferred.

Strong verbal communication and listening skills as well as demonstrated written communication skills.
Demonstrated analytical skills.
Ability to influence internal and/or external constituents.
Demonstrated ability to maintain confidential information.
Maintains a high degree of professionalism.
Demonstrates a high commitment to quality.
Excellent collaboration and team building skills.
Develops and delivers effective presentations.
Evaluates quality of service, regulatory compliance and adherence to established procedures in relation tocontacts. Evaluates potential impact of errors made on the customer and subsequent handling of the individualcustomer#s journey. Contributes to benchmark audits and targeted reviews. Identifies trends and recommendspriority action items essential for the business to improve the experience for customers and subsequent handling.
Partners with leadership to identify targeted audit needs for individual sites or teams.

Works independently toexecute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, andcommunicate results to local leaders.

Consults with business to identify top opportunities and recommends actionsto improve work product and business results.

Regularly partners with business leadership in meetings andcalibration sessions to provide consultation and recommendations, including delivery of communication when needed.

Provides technical assistance to the business with auditing tools, or other applicable technology, and providessuggestions on audits completed by supervisors and other reviewers.

May serve as team audit lead on a rotational basis. Organizes and obtains pertinent data, communicates expectationsto peers, and arranges internal calibrations and re-audits. Analyzes audit data and assembles audit summaryreports for leadership distribution. Participates in audit closing conferences with leadership.
Completes secondary reviews of peer audits to ensure internal consistency of work. Assists Compliance with targetedreviews. Trains new members and mentors potential successors. Performs other duties as assigned.
Qualifications

Bachelor's degree

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