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Assistant Manager
5 months ago
Deliver Next Gen Shared Services Quality Organization by consistently raising the bar on service delivery standards and enable low risk and zero surprises BAU.
Drive and 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 and Value mix Errors Customer priorities and Agent performance.
Ensure continued calibration to the quality framework
Responsible for driving performance to meet all Quality metrics including SLA baselining predictive SLA monitoring and reporting
Facilitate Kaizen initiatives within the team
Accountable for customer complaint resolution process
Ensure Process documentation and sign off as per ISO standards and WNS Quality Assurance Playbook
Responsible for timely and accurate reporting updates and business insights
Foster a spirit of continuous learning and collaboration across teams career development coaching and mentoring
Qualifications
Graduate
Should be open to work in rotational shifts
Work location - Gurgaon
Minimum 2 years experience in handling team required
Six Sigma certified preferred