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Quality Assurance Manager
2 weeks ago
The role of a Quality Assurance Manager at WNS involves overseeing end-to-end quality for aligned Finance and Accounting processes. This encompasses new hire interventions and business-as-usual support.
Key responsibilities include:
• Leading a team of Quality Analysts and Leads
• Ensuring timely and accurate execution of QA team deliverables
• Developing sampling strategies, calibration methods, and ISO compliance measures across all processes to meet client expectations
• Identifying and driving continuous improvement projects to enhance process and business performance
Additionally, the role involves leading or mentoring Six Sigma (DMAIC/8D) and LEAN (VSM) projects within the F&A vertical. As a change agent, you will collaborate with functional and vertical managers to accept and agree on the need for change. You will also be involved in defining SLA/KPIs, baselining targets, and finalizing them with internal and external stakeholders.
Responsibilities also include ensuring adherence to defined SLAs, maintaining process compliance from a risk perspective, reducing errors and customer comebacks, and driving QDNA metrics (Brainwaves, Kaizen).
You will design, develop, and deliver quality for FnA products and processes, specifically in the Insurance business area. Furthermore, you will adhere to signed-off quality standard documents, governance plans, and prescribed regulations.
Key skills required for this role include driving quality-related activities, calls, back-office calibrations with clients and internal teams, FMEA, risk, and compliance practices. Additionally, you will facilitate the sharing of best practices within and outside the organization and implement them effectively.
This position requires a strong focus on VOC/CSAT/NPS actionability across the team and maintaining/improving scores.
