Job expirat
implementing and performing on a regular basis the quality audit controls decided for operation teams, to ensure compliance with customers contracts (KPIs based)
driving projects for process improvement whenever necessary or possible.
1. Quality Assurance
Quality Audit – quality audit control (Baseline, Sampling, Accuracy, RCA, CCRP, SLA Validation):
Implements effective quality audit controls as per approved documentation requirements; Carries out the quality audit controls ensuring that the quality system is implemented/maintained; Carries out periodic analysis to determine the process quality baseline and identify trends; Maintains the quality records in his/her own area of competency; Work closely with operations team to collect data and assess the current situation (quality checks); Obtains the required approvals/certifications/calibrations for performing the specific allocated tasks – sign-off OPS Manager; Works out the collected data and providing on time accurate reports (SLAs validation);
ISO: Develops L3 process maps (ISO – QA working instructions);
Others: Provides technical assistance to Operation for quality improvement.
2. Driving Operational Excellence
Updates regularly the Quality Score Card; Monitoring the Action Plans related to quality improvement;
Actively participates to FMEA analysis;
Training: Assists Operation in identification of QA and F&A training needs for team members and provides inputs to personnel for arranging appropriate training programs; Prepare and held QA and F&A Trainings; Documents and drives the trainees testing/ validation following quality improvement trainings;
Process Excellence (PE): Identify process improvement ideas; Driving projects for process improvement using quality tools like Lean and Six Sigma; Drives VOC improvements; Mentorship for OPS processes.
F&A exposure with PTP,OTC and RTR process knowledge
Drive projects for process improvement – Lean, Six Sigma methodology
IT literate – Excel, PPT
Strong verbal and written communication skills
Detail orientation/ Analytical
Result oriented/ Problem solving
Pro-active/“ Can- do” attitude
Fast learner/ willing to learn on continuous basis
Individual contributor
Customer focus
Dependability/responsibility/work ethic
REQUIREMENT:
Bachelor's Level Degree or equivalent
Fluency in English with strong verbal and writing skills - C1 language level required
1 - 2 years experience in BPO or relevant industry preferred
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
