Senior Group Manager

2 months ago

Gurugram, India WNS Full time

Job Description


About the Role:

We are seeking a seasoned and results-oriented Senior Group Manager - Transactional Quality, to lead and oversee our team of quality assurance professionals. This role is ideal for a candidate with a strong KPO (Knowledge Process Outsourcing) background and a proven track record of success in driving operational excellence.

Responsibilities:

  • Lead and manage a high-performing team of quality analysts, ensuring efficient and accurate transaction processing.
  • Develop and implement quality assurance processes and methodologies aligned with KPO best practices.
  • Analyze data and identify trends in quality performance, using Six Sigma or similar methodologies to develop and implement corrective action plans.
  • Conduct regular audits and reviews to ensure adherence to quality standards and service level agreements (SLAs).
  • Mentor and coach team members, fostering a culture of continuous improvement and professional development.
  • Partner with cross-functional teams (operations, training, client management) to identify and address quality-related challenges.
  • Stay abreast of industry best practices and trends in quality management within the KPO domain.
  • Prepare comprehensive quality reports and presentations for internal and external stakeholders.


Qualifications


  • Minimum 10-15 years of experience in a KPO environment, within the BPO/KPO sector
  • Proven track record of success in managing and leading quality assurance teams.
  • Black Belt certification in Six Sigma or a similar quality improvement methodology.
  • In-depth knowledge of quality control tools and techniques.
  • Strong understanding of KPO processes and best practices.
  • Excellent analytical and problem-solving skills.
  • Superior communication skills, both written and verbal, with the ability to effectively communicate with team members, clients, and other stakeholders.
  • Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Proficient in MS Office Suite (Word, Excel, PowerPoint)

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