Deputy Manager - Transactional Quality

Role Overview: As a Quality Manager at WNS (Holdings) Limited, your primary responsibility will be to drive performance to meet all Quality metrics. This includes SLA baselining, predictive SLA monitoring & reporting, audit compliance, root cause analysis, and remediation plans. You will also be responsible for delivering sampling and stratification strategies, leading a team of quality analysts, ensuring adherence to quality frameworks, and facilitating Kaizen initiatives within the team. Additionally, you will be accountable for customer complaint resolution and ensuring process documentation as per ISO standards & WNS Quality Assurance Playbook. Your role will also involve timely reporting, fostering a spirit of continuous learning & collaboration, and career development for your team. This position requires flexibility to work in ANZ shift hours. Key Responsibilities: - Drive performance to meet Quality metrics - Conduct audit compliance and root cause analysis - Lead a team of quality analysts - Facilitate Kaizen initiatives - Resolve customer complaints - Ensure process documentation as per ISO standards - Provide timely reporting and business insights - Foster continuous learning & collaboration - Support career development, coaching & mentoring Qualifications Required: - Graduate / Post Graduate - Minimum 3-4 years of overall work experience; minimum 2-2.5 years of experience in Quality - Preferred experience in General Insurance or service industry in quality domain - Lean Six Sigma Yellow/Green belt certified OR good understanding of Lean Six Sigma concepts, RCA / QC tools & mechanisms - Excellent Communication skills - written & verbal - Working knowledge of Excel & PowerPoint - Analytical mindset (Note: No additional details of the company were present in the provided job description),