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
• 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