Assistant Manager - Transactional Quality Process Excellence Six Sigma Business Excellence - Hyderabad

WNS; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

WNS, part of Capgemini, is a leader in intelligent operations and transformation with clients across multiple industries. The QA Lead role focuses on adhering to Quality SLAs, guiding a team, and strengthening the Quality Assurance framework to meet client requirements and drive process improvements.

You will mentor team members, review QA standards, and collaborate with internal and external stakeholders to ensure high-quality deliverables and continuous quality improvements.

Qualifications

• Graduate in any discipline
• Good command over MS Office
• Good Excel Knowledge
• Good communication skills

Responsibilities

• Adhere to Quality SLAs and contractual agreements with internal and external stakeholders.
• Experience in team handling.
• Coordinate with internal and external stakeholders to meet quality deliverables.
• Deploy and strengthen the QA framework for the business.
• Review and approve sampling strategy aligned with business needs.
• Conduct customer comeback and trend analyses on client-reported errors.
• Meet monthly sampling targets.
• Identify and implement process improvements.
• Define calibration process and variance targets.
• Review and approve QA standard documents.
• Assist operations with customer complaint and resolution processes.
• Ensure QA processes comply with quality standards.
• Conduct regular performance reviews of QA/AM/DM.
• Conduct skip-level meetings with advisors and QA staff.
• Attend LA and BPET trainings for self-development.
• Complete GB certification and define role roadmap.
• Drive Six Sigma and Lean projects.
• Mentor team members to improve performance and behaviour.
• Understand VOC/VOE and implement improvement actions.
• Participate in WNS BPET initiatives.
• Achieve QNS targets through quality initiatives.
• Maintain regular client interactions and relationships.
• Mentor YB & WB projects within the team.
• Deploy standard quality framework.
• Initiate and mentor vertical initiatives.
• Assist operations during migration for baselining and QA identification.

Skills

Identity Verification Process

Analytical skills

Communication skills

Coaching

Conflict Management

Interpersonal skills

Eye for Detail

Education

Graduate in any discipline

Tools

MS Office Suite

Excel

Job description

Job Description:

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Responsibilities:

• Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders
• Team handling experience
• Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables
• Deployment and Strengthen the Quality Assurance Framework for the Business
• Review and approve the sampling strategy that suits the business requirement
• Conduct Customer comeback analysis & Trend Analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
• Identify and implement the Process improvement opportunities
• Decide on the Calibration Process and variance target
• Review and approve the Quality Standard Document
• Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
• Ensure that the Quality Process adheres to the Quality Standard
• Regular Performance Review of QA/AM/DM
• Conduct skip level meetings with the advisors and QA’s
• Attend LA Training and BPET Training roadmap for self-development
• Complete the GB certification and role roadmap
• Drive high impacting six sigma and Lean Projects
• Mentor team members to improve performance and behaviour
• Understand VOC/VOE and implement actions to improve the performance on them
• Participate in WNS BPET initiatives
• Achieve QNS target through Quality Initiatives
• Regular interaction with clients and maintain good relationship
• Mentor YB & WB projects in the team
• Deploy standard Quality Framework
• Initiate and mentor vertical level initiative
• Assist the Operations team during migration in terms of base lining and QA identification

Skills required :

Experience in Identity Verification Process

Analytical skills and time management

Excellent Communication skills – verbal and written

Coaching and Feedback

Conflict Management

Interpersonal skills and people skills

Eye for Detail

Experience :

Minimum 2 to 3 years of experience in Quality Lead role

Educational Qualification :

Graduate in any discipline

Good command over MS Office

Good Excel Knowledge

Good communication skills

Qualifications

Graduate in any discipline Good command over MS Office Good Excel Knowledge Good communication skills