Job Description:

Deliver Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
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 – should be until closure
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 & mentoring
Lead and Mentor Projects, Build LSS Awareness and Capability in the team or supported team. Support the team in their day-to-day tasks should the need arise.

Qualifications:

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
Project Management
Knowledgeable and Capable of RPAs, Automations and New Technology Reporting and Data Analytic Tools
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

Assistant Manager - Transactional Quality