Assistant Manager - 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.
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.
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.
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.