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Assistant Manager

5 months ago


Gurugram, India WNS Full time

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