Deputy Manager

1 week ago

Pune, Maharashtra, India WNS Holdings Full time ₹ 10,00,000 - ₹ 25,00,000 per year
  • 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 Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises Responsible for timely & accurate reporting, updates and business insights
  • Foster a spirit of continuous learning & collaboration across teams career development, coaching & mentoring

Educational Qualification /Skills required:

Graduate / Postgraduate

Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality

Operations Training as AM Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

Excellent Communication skills - written & verbal good command over MS Office, 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

End to end Ownership on task

Strong analytical skills

Mandatory Insurance knowledge and background

Excellent communication skills

Qualifications

Graduate / Postgraduate

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