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
📌 Assistant Manager (Mumbai)
🏢 WNS
📍 Mumbai
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