Posted By
Grenville Naidu
Deputy Manager - Global Resourcing Cell at WNS Global Services
Last Login: 11 January 2024
13206
JOB VIEWS
179
APPLICATIONS
143
RECRUITER ACTIONS
Posted in
BPO
Job Code
365538
Candidates from a BPO/KPO/Captive/ Contact Centre background only.
Job Description : -
- 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 Certified Mandatory
- Candidates only from a BPO/KPO/Captive/Contact Centre Background
- Candidates preferred from a Travel Background
- Minimum 4-5 yrs 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
- Ability to present/ address in public
Diversity Initiatives
Inclusion Network: Shine Network
This is an inclusive business network for our LGBTQ+ community and it is all about breaking down barriers of difference and connecting people. Shine celebrates each person’s uniqueness, regardless of sexuality, race, gender, religion...........See More
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Posted By
Grenville Naidu
Deputy Manager - Global Resourcing Cell at WNS Global Services
Last Login: 11 January 2024
13206
JOB VIEWS
179
APPLICATIONS
143
RECRUITER ACTIONS
Posted in
BPO
Job Code
365538