Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUDrive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targetsDeliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performanceEnsure continued calibration to the quality frameworkResponsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reportingFacilitate Kaizen initiatives within the teamAccountable for customer complaint resolution processEnsure Process documentation & sign off as per ISO standards & WNS Quality Assurance PlaybookResponsible for timely & accurate reporting, updates and business insightsFoster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring
Graduate / Post GraduateOverall work experience of minimum 5-6yrs.;
minimum 4-5 yrs. experience in Quality
Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms
Excellent Communication skills - written & verbalWorking 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