Assistant Manager - Transactional Quality

Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Title: Assistant Manager - QualityDepartment: QualityReports To: Deputy Manager / Group Manager- QualityRoles and Responsibilities:

• Adherence of Quality SLAs and contractual agreements with internal & External stakeholders
• Team handling experience
• Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables
• Deployment and Strengthen the Quality Assurance Framework for the Business
• Review and approve the sampling strategy that suits the business requirement
• Conduct Customer comeback analysis & Trend Analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
  
• Identify and implement the Process improvement opportunities
• Decide on the Calibration Process and variance target
• Review and approve the Quality Standard Document
• Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
• Ensure that the Quality Process adheres to the Quality Standard
• Regular Performance Review of QA/AM/DM
• Conduct skip level meetings with the advisors and QAs
• Attend LA Training and BPET Training roadmap for self-development
• Complete the GB certification and role roadmap
• Drive high impacting six sigma and Lean Projects

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  Mentor team members to improve performance and behaviour
• Understand VOC/VOE and implement actions to improve the performance on them
• Participate in WNS BPET initiatives
• Achieve QNS target through Quality Initiatives
• Regular interaction with clients and maintain good relationship
• Mentor YB & WB projects in the team
• Deploy standard Quality Framework
• Initiate and mentor vertical level initiative
• Assist the Operations team during migration in terms of base lining and QA identificationSkills required :? Experience in campaign management, monitoring, analysis, and optimization of digital advertising campaigns to ensure maximum performance and goal attainment for our clients and addressing campaign inefficiencies.? Analytical skills and time management? Excellent Communication skills verbal and written? Coaching and Feedback? Conflict Management? Interpersonal skills and people skills? Eye for DetailExperience :? Minimum 2 to 3 years of experience in Quality Lead role Educational Qualification :? Graduate in any discipline ? Good command over MS Office? Good Excel Knowledge? Good communication skills
  

Qualifications
Educational Qualification :? Graduate in any discipline ? Good command over MS Office? Good Excel Knowledge? Good communication skills