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Urgent! Deputy Manager - Transactional Quality - Pune - REF82884R Job Opening In Pune – Now Hiring WNS Global Services

Deputy Manager Transactional Quality Pune REF82884R



Job description

Job Description

Primary Duties & Responsibilities

• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting 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

• Lead and managed a team with average span of 15 - 20 quality analysts

• Ensure continued calibration to the quality framework

• 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

• Responsible for timely & accurate reporting, updates and business insights

• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring• Flexible working in ANZ shift hours Desired Experience and Skills 

Shift - 4:00am


Qualifications

• Graduate / Post Graduate

• Overall work experience of minimum 3-4 yrs.; minimum 2-2.5 yrs.

experience in Quality

• Preferred experience in General Insurance or service industry in quality domain

• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

• Excellent Communication skills - written & verbal• Working knowledge of Excel & PowerPoint

• Should have analytical bent of mind

 




Required Skill Profession

Operations Specialties Managers



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