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Process Excellence Specialist

1 week ago


Gurgaon, Haryana, India WNS Full time

Key Accountabilities:

  • Define SLA/KPI as per process scope
  • Work with functional / vertical managers to accept and agree the need for change
  • Adhere to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks
  • Drive QDNA metrics (Brainwaves, Kaizen)
  • Design, Develop and Deliver Quality on FnA product and process
  • Implement best practices from within and outside the organization
  • Maintain/improve VOC / CSAT / NPS scores