Assistant Manager - Transactional Quality (Six Sigma /Proces Excellence/Governance) - Gurgaon

Gurgaon, Haryana
Permanent
Full-time

2 days ago
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Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.Job Description

Lead and manage the Quality Assurance function for a team handling international ticketing, group bookings, and email support.* Act as a Subject Matter Expert (SME) in ticketing processes to support quality audits and interventions.* Monitor and evaluate the performance of L2 – Complex itinerary trained resources to ensure adherence to process standards.Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.* Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective.* Conduct regular quality reviews, calibration sessions, and feedback discussions with team members.* Prepare and present quality dashboards and reports to stakeholders.* Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS (e.g.,Amadeus/Sabre).* Proven experience in supervising or managing a quality team.& Strong command of spoken and written English; confident in leading quality review calls and calibration sessions.* Proficient in Excel and presentation tools for reporting and analysis.* Excellent analytical skills with a focus on root cause analysis and corrective action planning.* Strong conflict management and coaching abilities.

Qualifications

Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS

WNS Global Services