WNS - Assistant Manager - Transactional Quality - Insurance Process (3-5 yrs)

About the job:

- 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 10 to 15 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 & mentoring

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