Group Manager
1 month ago
Group Manager - QualityReportingThe role holder will report to Account Quality LeaderJob Purpose and RoleManage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUPrimary Duties & Responsibilities• Manage high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance • Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting• Effective deployment of RCA framework including communication, follow through & training• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework • Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience• Ensure continued alignment of account to ISO standards through checks & audits• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Desired Experience and Skills • Graduate / Post Graduate• Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality• Lean Six sigma Black belt certified• Experience in automation of aspects of Quality function• Working knowledge of Excel, Minitab & Power BI• Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset• Should have analytical bent of mind along with lateral thinking.• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset • Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Qualifications
Graduate/Post Graduate
Additional Information
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