Assistant Manager - Transactional Quality

Role & responsibilities

To monitor transactional quality and drive process improvement projects in the processes.

Drive ISO compliance & adherence to quality standards.

Ensuring SLA metrics are met

Performance reporting on all Quality related metrics Accuracy, CCs etc.

KPI deployment for TQ resources

Monitoring staff Quality performance of team and QAs

Resolution of Customer complaints

Maintaining Audits & reports

Six Sigma Deployment (Quality)

BW idea mentoring /generation and closure

Identify and initiate Continuous improvement initiatives and complete BPET roadmap for self-development

Drive Reduction in Customer Comebacks

Represent Quality on client / internal calls

Drive best practice sharing across the processes

Ensure the team is maintaining the records as per the audit requirements of WNS standards

Schedule & monitor Calibration exercise as required with BE team