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

Desired Experience and Skills

- Graduate / Post Graduate
- Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs.

experience in Quality

- Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms
- Domain expertise in Life &
- Pension Insurance, with robust knowledge of policy administration, claims, underwriting, regulatory requirements, and end-to-end insurance operations.
- Excellent Communication skills - written & verbal
- Working knowledge of Excel &
- PowerPoint
- Should have analytical bent of mind
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset

Qualifications

Graduate

📌 Assistant Manager - Quality - Life & Pensions / Annuity/ Retirement (Bengaluru)
🏢 WNS Holdings
📍 Bengaluru