Deputy Manager Transactional Quality Pune REF82884R

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

Remote Work : No

Employment Type : Full-time

Key Skills

Computer Science,Graduate Engineering,Interior Design,ASP.NET,Event Planning

Experience : years

Vacancy : 1