Quality Manager

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

Deputy Manager

• Maintain process documentation and compliance with ISO standards.

• Manage sampling strategies, audits, and CTQ baselining.

• Conduct RCA and Measurement System Analysis (MSA).

• Drive process improvement and Six Sigma initiatives.

• Facilitate quality-related trainings and best-practice sessions.

• Collaborate with BBs/QAMs on projects and initiatives.

• Ensure timely reports, updates, system entries, and project deliverables.

• Promote adherence to quality, discipline, and process standards.

Group Manager

• Lead transaction quality and ensure SLA, risk, and quality compliance.

• Drive error reduction and continuous quality improvement.

• Define and monitor quality metrics, targets, sampling, and calibration standards.

• Manage QA resources, performance, and quality frameworks.

• Review audits, sampling strategies, and Quality Standards.

• Drive Six Sigma, Lean, and other quality improvement initiatives.

• Mentor QA and Operations teams to improve performance.

• Support migrations through baselining and QA setup.

• Conduct skip-level meetings and quality training initiatives.

• Collaborate with clients and stakeholders to maintain strong relationships.

• Mentor Yellow Belt/White Belt projects and drive QNS initiatives.

Qualifications

• Graduate/Post Graduate in any stream

• Must have at least 4-6 years of managerial experience in a BPO setting

• Must be proficient in quality tools and management systems (ISO/COPC/eSCM)

Additional Qualification

• Strong written, verbal, and technical communication skills.

• Knowledge of insurance concepts.

• Detail-oriented with strong numerical and analytical skills.

• Ability to work in a fast-paced, high-pressure environment.

• Strong prioritization, time management, and organizational skills.

• Effective people management and performance management skills.

• Strong change leadership and decision-making abilities.

• Innovative and solutions-oriented mindset.

• Excellent relationship, interpersonal, and client management skills.

• Strong planning, organizing, and execution skills.

Additional Information

Benefits and Company Perks:

• Structured career path

• Growing and expanding team – more internal career progression opportunities for all

• Safe work environment

• Free HMO coverage from day 1, including your domestic partner

• Skills training opportunities

• Paid leaves