WNS - Group Manager - Quality

Job description :

Industry : BPO/ KPO/ Captive /Contact Centre Background Only.

Open for Multiple locations - Pune, Mumbai, Bangalore, Vizag & Gurgaon.

- Transactional Quality Role - Blend [Voice / Non-Voice]

- Lead a team of Quality Analysts & Managers.

- Minimum 5-8 years of experience in Transactional / Transformation Quality setup.

- Own business / operational metrics for operations shop, be gatekeeper of metrics.

- Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].

- Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.

- Drive continuous improvement projects to improve process performance and / or generate QNS.

- Facilitate sharing of best practices from within and outside the organization and implement them.

- Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.

- Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.

- Create and manage performance dashboards which depict business and ops metrics clearly.

- Can conceptualize and implement Statistical Process Control (SPC) principles in the process.

- Open to stretch if needed to meet team and organizational goals.

Knowledge/Qualifications/ Competency / Work Experience :

- Any Graduate / PG, Good Communication / Presentation Skills.

- Green Belt Trained & Tested or Green Belt Certified Preferred

- Candidates only from a BPO/KPO/Captive/Contact Centre Background

- Candidates preferred from a Travel Background

- Minimum 5 years work experience in Transactional Quality - ( Voice /Back Office/ Blend - Processes Background ) Mandatory

- Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.

Special Role Requirement :

- Willing to travel across sites & locations

- UK Shifts

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Good Presentation Skills

- Abilty to front end with senior stakeholders of client organization