Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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Job description :

Industry : BPO/ KPO/ Captive /Contact Centre Background Only.

Open for Multiple locations - Pune, Mumbai, Bangalore, Vizag & Gurgaon.

- Transactional Quality Role - Blend [Voice / Non-Voice]

- Lead a team of Quality Analysts & Managers.

- Minimum 5-8 years of experience in Transactional / Transformation Quality setup.

- Own business / operational metrics for operations shop, be gatekeeper of metrics.

- Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].

- Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.

- Drive continuous improvement projects to improve process performance and / or generate QNS.

- Facilitate sharing of best practices from within and outside the organization and implement them.

- Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.

- Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.

- Create and manage performance dashboards which depict business and ops metrics clearly.

- Can conceptualize and implement Statistical Process Control (SPC) principles in the process.

- Open to stretch if needed to meet team and organizational goals.

Knowledge/Qualifications/ Competency / Work Experience :

- Any Graduate / PG, Good Communication / Presentation Skills.

- Green Belt Trained & Tested or Green Belt Certified Preferred

- Candidates only from a BPO/KPO/Captive/Contact Centre Background

- Candidates preferred from a Travel Background

- Minimum 5 years work experience in Transactional Quality - ( Voice /Back Office/ Blend - Processes Background ) Mandatory

- Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.

Special Role Requirement :

- Willing to travel across sites & locations

- UK Shifts

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Good Presentation Skills

- Abilty to front end with senior stakeholders of client organization

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