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