Assistant Manager - Transactional Quality (RTR/IFRS)

Job Description:

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

Qualification: -

Graduate / Post Graduate

Overall work experience of minimum 5-7 yrs