Assistant Manager - Transactional Quality (RTR/IFRS)

Job Description:

Primary Duties & Responsibilities

• Deliver Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU

• 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

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

• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualification: -

• Graduate / Post Graduate

• Overall work experience of minimum 5-7 yrs