Assistant Manager

About the Role

Assistant Manager - Transactional Quality (Process Excellence/Six Sigma/ Business Excellence) at WNS in Hyderabad.

Key Responsibilities

• Ensure adherence to Quality SLAs and contractual agreements with internal & external stakeholders.
• Manage teams and handle external & internal stakeholders to meet business requirements for quality deliverables.
• Deploy and strengthen the Quality Assurance Framework for the Business.
• Review and approve sampling strategies suited for business requirements.
• Conduct Customer Comeback Analysis & Trend Analysis for client-reported errors.
• Meet monthly sampling targets.
• Identify and implement Process Improvement opportunities.
• Define the Calibration Process and variance targets.
• Review and approve the Quality Standard Document.
• Assist Operations teams with customer complaint and resolution processes.
• Ensure the Quality Process adheres to the Quality Standard.
• Conduct regular performance reviews of QA/AM/DM.
• Hold skip-level meetings with advisors and QAs.
• Attend LA and BPET training for self-development.
• Complete GB certification and role roadmap.
• Drive high-impact Six Sigma and Lean Projects.
• Mentor team members to improve performance and behavior.
• Understand VOC/VOE and implement actions to improve performance.
• Participate in WNS BPET initiatives.
• Achieve QNS targets through Quality Initiatives.
• Interact regularly with clients and maintain good relationships.
• Mentor YB & WB projects within the team.
• Deploy standard Quality Framework.
• Initiate and mentor vertical-level initiatives.
• Assist Operations teams during migration in terms of baselining and QA identification.

Requirements & Tech Stack

• Experience in Identity Verification Process.
• Analytical skills.
• Time management.
• Excellent Communication skills – verbal and written.
• Coaching and Feedback skills.
• Conflict Management skills.
• Interpersonal skills and people skills.
• Eye for Detail.
• Good command over MS Office.
• Good Excel Knowledge.

Qualifications

• Graduate in any discipline.