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Group Manager

2 months ago

gurugram, India WNS Full time

Job Description

Adherence of Quality SLAs

Design the Sampling Strategy for the process

Monitor process quality check audits

Ensure completion of the Internal and External Calibration sessions

Ensure that Frequency and Event based feedback for the team is complete

Preparation of Quality Standard Documentation for the process and update it on a regular basis with regards to any changes

Ensure all quality related reports and SLAs are being published per defined timelines

Assist the Operations team in the customer compliant and resolution process for the teams

Complete the regular performance review with the team of QAs

Compile MIS for all teams handled

Support the management in review of employee performance based on data with areas of development

Ensure that the QA process meets the ISO Compliance

Drive Continuous improvement initiatives

Drive best practice idea sharing

Achieve QNS target through Quality Initiatives

Identify Training needs for the process and Quality team

Attend Training as per BPET roadmap for self development

Completion of Yellow Belt Role Roadmap

Drive six sigma and LEAN projects in the team

To mentor the White Belt projects

Take vertical level initiatives

Develop and maintain Client and internal stakeholder relationship


Qualifications

Graduate, Lean, six sigma awareness, Transaction Quality