Assistant Manager: Quality - Century City at WNS Global Services

RESPONSIBILITIES 

• Conduct Daily Quality Assurance Audits 
• Conduct Product and Process trainings for New Hires 
• Conduct refresher programs for the process based on the identified training needs. 
• Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented. 
• Ability to do Deep dive, RCA and create control plans along with process improvement 
• Should be able to interact with senior management confidently on training & quality performance 
• Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits 
• Design and deliver training programs specializing in current process and new process(s) as per the business requirement 
• Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management

Qualifications

• Should have minimum 3–4-year experience in T&Q role in BPO 
• Extremely self-motivated with a diligent work ethic 
• In depth understanding of training metrics and impact to business metric 
• High level of integrity and strong commitment to building a successful company 
• Business acumen with a problem-solving attitude 
• Proficiency in MS office and MS Excel 
• Ability to work independently as well as part of a team in a fast-paced environment 
• Positive attitude and demonstrated ability to deal with rejection 
• Passion for customer service & great listening skills. 
• Flexible with working hours 
• Multi-tasking abilities 
• Patience when handling tough cases 
• Flexible with a can-do attitude 
• Excellent time management