Full-Time Assistant Manager - Quality

• 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.
• 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.

• 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 English 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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