Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Deputy Manager, QualityJob DescriptionPosition Department Vertical Reports ToDeputy Manager, Quality Quality Insurance Group Manager, QualityRoles and Responsibilities:• Manage a team of 10-12 quality assurance associates and assistant managers• Develop and implement effective quality assurance framework• Define sampling strategy and develop quality standard document for each process • Ensure audit targets are completed for all processes as per the defined sample size• Ensure error notifications are sent to the stakeholders in a timely manner• Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner• Ensure coaching and feedback is provided to all agents• Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors• Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations• Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis• Ensure internal/external calibration sessions are conducted as per the defined frequency• Ensure various trending and calibration reports are sent to the stakeholders in a timely manner• Ensure team contribute towards process improvements through brainwaves, kaizen, etc• Prepare teams for various internal and external audits such ISO and Risk audits• Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis• Identify gaps in the process and recommend improvement opportunities• Develop effective control framework to manage performance of the quality assurance associates and the process. Complete monthly one-on-one sessions with the quality associates.

Qualifications

Skills Required:• Analytical skills• Coaching and Feedback• Effective Communication skills• Conflict management• Time management• Interpersonal skills• Microsoft-Office• Quality Tools