Lead Associate - Transactional Quality

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Job Description

• Quality Auditor would be responsible for the entire quality assurance process; from sample selection to conducting audits, performing error RCA and providing relevant feedback to associates.
• Auditor would ensure correctness and completeness of cases and compliance with applicable regulatory requirements.
• Auditor would also be responsible for reporting and tracking on accuracy SLAs and KPIs.
• Conduct quality monitoring reviews to include documentation of processes and call scoring in relation to cases reviewed
• Assist in developing and implementing quality management programs and initiatives
• Complete RCA for all the critical errors identified
• Ensure that performance standards are measured and uniformly for the clinical review team
• Conduct coaching sessions with team in regards to improvements sessions that are needed
• Conduct quality assurance training as needed and facilitate or participate in weekly/monthly calibration sessions
• Escalate patterns of serious performance issues as necessary

Qualifications

• Has minimum of 1-2 years of experience dealing with customers, providers and /or members via the telephone
• Has a previous Quality Assurance and/or work experience
• Prior experience in Dental Practice Services is a plus
• Excellent verbal/written communication skills and presentation skills, including the ability to handle interactions with facility personnel, providers, members, and various internal departments in a professional manner.
• Be a highly motivated individual that can work effectively, independently and meet deadlines in an atmosphere of multiple projects and shifting priorities
• Possess effective analytical/problem solving skills
• Ability to use PC-based word-processing, database, and spreadsheet
• Possess extensive knowledge of medical terminology and anatomy
• Subject matter expert on all contracts maintained by Assessment unit
• Ability to speak Spanish, French and English fluently is preferred