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 & mentoringDesired Experience and Skills
- Graduate / Post Graduate• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms• Domain expertise in Life & Pension Insurance, with strong knowledge of policy administration, claims, underwriting, regulatory requirements, and end-to-end insurance operations.• Excellent Communication skills - written & verbal• Working 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
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