Assistant Manager - Transactional Quality

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