Job Description

Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Primary Duties & Responsibilities

• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting 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

• Lead and managed a team with average span of 15 - 20 quality analysts

• Ensure continued calibration to the quality framework

• 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 & mentoringo Flexible working in ANZ shift hours Desired Experience and Skills

Shift - 4:00am
Qualifications

• Graduate / Post Graduate

• Overall work experience of minimum 3-4 yrs.; minimum 2-2.5 yrs. experience in Quality

• Preferred experience in General Insurance or service industry in quality domain

• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

• Excellent Communication skills - written & verbalo Working knowledge of Excel & PowerPoint

• Should have analytical bent of mind

Skills Required