Assistant Manager - Pune, India - WNS

    WNS
    WNS Pune, India

    2 weeks ago

    WNS background
    Description

    Job Description

    Assistant Manager, Quality

    Job Description


    • Manage a team of quality assurance associates


    • Develop and implement effective quality assurance framework


    • Define sampling strategy and develop quality standard document for each process


    • Ensure audit targets are completed for all processes as per the defined sample size


    • Ensure error notifications are sent to the stakeholders in a timely manner


    • Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner


    • Ensure coaching and feedback is provided to all agents


    • Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors


    • Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations


    • Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis


    • Ensure internal/external calibration sessions are conducted as per the defined frequency


    • Ensure various trending and calibration reports are sent to the stakeholders in a timely manner


    • Ensure team contribute towards process improvements through brainwaves, kaizen, etc


    • Prepare teams for various internal and external audits such ISO and Risk audits


    • Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis


    • Identify gaps in the process and recommend improvement opportunities


    • Develop effective control framework to manage performance of the quality assurance associates and the process. Complete monthly one-on-one sessions with the quality associates.

    Qualifications

    Graduate 4-5 Years of London Market Experience