Assistant Manager - Transactional Quality (Passenger… at WNS · Mumbai

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

To monitor transactional quality and drive process improvement projects in the processes. Drive ISO compliance & adherence to quality standards. Ensuring SLA metrics are met Performance reporting on all Quality related metrics – Accuracy, CCs etc. KPI deployment for TQ resources Monitoring staff Quality performance of team and QAs Resolution of Customer complaints Maintaining Audits & reports Six Sigma Deployment (Quality) BW idea mentoring /generation and closure Identify and initiate Continuous improvement initiatives and complete BPET roadmap for self-development Drive Reduction in Customer Comebacks Represent Quality on client / internal calls Drive best practice sharing across the processes Ensure the team is maintaining the records as per the audit requirements of WNS standards Schedule & monitor Calibration exercise as required with BE team

Qualifications

Graduate