WNS

Global BPM and analytics services provider

Deputy Manager - Transactional Quality

Business OperationsConfirmed live in the last 24 hours

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

A graduate or postgraduate qualification is required.
At least 5–6 years of overall work experience is required.
At least 4–5 years of experience in Quality is required.
Lean Six Sigma Yellow or Green Belt certification, or a good understanding of Lean Six Sigma concepts, root cause analysis, quality control tools, and mechanisms is required.
Working knowledge of Excel and PowerPoint is required.
The candidate must have strong analytical ability.

Responsibilities

Deliver the Next-Gen Shared Services Quality Organization by consistently raising service-delivery standards and enabling low-risk, zero-surprises business-as-usual operations.
Drive and conduct audit compliance, perform root cause analysis, develop remediation plans, and ensure adherence to contractually binding audit targets.
Deliver sampling and stratification strategies based on compliance checks, financial-process volume and value mix, errors, customer priorities, and agent performance.
Ensure continued calibration to the quality framework.
Drive performance to meet quality metrics, including service-level agreement baselining, predictive service-level agreement monitoring, and reporting.
Facilitate Kaizen initiatives within the team.
Own the customer complaint resolution process.
Ensure process documentation and sign-off in accordance with ISO standards and the WNS Quality Assurance Playbook.
Provide timely and accurate reporting, updates, and business insights.
Foster continuous learning and collaboration across teams through career development, coaching, and mentoring.

Job Description

Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUDrive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targetsDeliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performanceEnsure continued calibration to the quality frameworkResponsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reportingFacilitate Kaizen initiatives within the teamAccountable for customer complaint resolution processEnsure Process documentation & sign off as per ISO standards & WNS Quality Assurance PlaybookResponsible for timely & accurate reporting, updates and business insightsFoster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications

Graduate / Post GraduateOverall work experience of minimum 5-6yrs.;

minimum 4-5 yrs. experience in Quality

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

Excellent Communication skills - written & verbalWorking knowledge of Excel & PowerPoint

Should have analytical bent of mind

Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset

Additional Information

About the Company

WNS

Global BPM and analytics services provider

WNS provides business process management and analytics services to large enterprises. It helps clients improve operational efficiency, customer experience, and decision-making by delivering end-to-end BPM, research and analytics, finance and accounting, and digital transformation support across industries such as insurance, banking, healthcare, travel, and manufacturing. The company combines domain expertise with technologies like artificial intelligence, machine learning, and advanced analytics to create custom, data-driven solutions. Delivery centers worldwide enable scalable, agile service delivery and access to specialized talent, while a digital-first approach focuses on automation, cognitive computing, and data insights. WNS aims to form long-term partnerships that deliver measurable business impact across the value chain.

Company size: 10,001+
Company stage: Acquired
Total funding: $3.3B
Headquarters: Mumbai, India
Founded: 1996

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