Assistant Manager - Transactional Quality

WNS; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

WNS in Mumbai is seeking a Quality & Process Improvement professional to monitor transactional quality and drive process improvements across processes. The role focuses on ISO compliance, SLA adherence, and performance reporting on quality metrics.

You will deploy KPIs for TQ resources, oversee QA performance, resolve customer complaints, and maintain audit records. The position involves Six Sigma deployment and driving best practices within client and internal calls.

Qualifications

• Experience in quality assurance and process improvement.
• Familiarity with ISO standards and audit practices.
• Understanding of Six Sigma concepts and quality metrics.

Responsibilities

• To monitor transactional quality and drive process improvement projects in the processes.
• Drive ISO compliance & adherence to quality standards.
• Ensuring SLA metrics are met
• Performance reporting on all Quality related metrics Accuracy, CCs etc.
• KPI deployment for TQ resources
• Monitoring staff Quality performance of team and QAs
• Resolution of Customer complaints
• Maintaining Audits & reports
• Six Sigma Deployment (Quality)
• BW idea mentoring /generation and closure
• Identify and initiate Continuous improvement initiatives and complete BPET roadmap for self-development
• Drive Reduction in Customer Comebacks
• Represent Quality on client / internal calls
• Drive best practice sharing across the processes
• Ensure the team is maintaining the records as per the audit requirements of WNS standards
• Schedule & monitor Calibration exercise as required with BE team

Job description

To monitor transactional quality and drive process improvement projects in the processes.

Drive ISO compliance & adherence to quality standards.

Ensuring SLA metrics are met

Performance reporting on all Quality related metrics Accuracy, CCs etc.

KPI deployment for TQ resources

Monitoring staff Quality performance of team and QAs

Resolution of Customer complaints

Maintaining Audits & reports

Six Sigma Deployment (Quality)

BW idea mentoring /generation and closure

Identify and initiate Continuous improvement initiatives and complete BPET roadmap for self-development

Drive Reduction in Customer Comebacks

Represent Quality on client / internal calls

Drive best practice sharing across the processes

Ensure the team is maintaining the records as per the audit requirements of WNS standards

Schedule & monitor Calibration exercise as required with BE team