- Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
- Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance
- Ensure continued calibration to the quality framework
- Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
- Facilitate Kaizen initiatives within the team
- Accountable for customer complaint resolution process
- Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook
- Responsible for timely & accurate reporting, updates and business insights
- Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoringDesired Experience and Skills
- Graduate / Post Graduate
- Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality
- Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms
- Excellent Communication skills - written & verbal
- Working knowledge of Excel & PowerPoint
- Should have analytical bent of mind
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
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Assistant Manager - pune, India - WNS Global Services
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Description
Job DescriptionDeputy Manager/Assistant Manager - QualityReportingThe role holder will report to Account Quality ManagerJob Purpose and RoleDeliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUPrimary Duties & Responsibilities
Graduate/Post Graduate