WNS - Group Manager - Transformational/Transactional Quality

Group Manager - Quality

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

Role : Transformational/ Transactional - Quality - Blend Role

Reporting to : Sr Group Manager/AVP

- The primary objective of the role is to deliver first class service to the customers through the effective management and leadership of the Quality team and acting as a mentor and coach to the Quality .

Key Accountabilities :

- Responsible for process & business level strategies to improve the current system.

- Lead both the Transaction Quality & Process Excellence for the client/clients.

- Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics)

- As all the Quality metrics has an impact on client VOC - so management of external VOC is imperative.

- Primarily responsible for generating Quality Net Income / Savings by all the process excellence activity driven in the business.

- Improve the DNA of the Process/Engagement. by ensuring a proper system of training, certification and process improvement in the business assigned.

- Maintain the quality benchmark for call handling / transaction processing.

- Driving and Mentoring the AM's & QA's to Ensure consistency in Quality standards.

- Reviews feedback from Business channels regarding the Quality aspect of Customer Services.

- Demonstrates a high level of commitment to improve customer service / C-SAT / NPS.

- Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details.

- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications.

- Team attrition to be managed.

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Green Belt Certified Mandatory / Black Belt Certified Preferred.

- Good Communication/Presentation Skills.

- Microsoft Office skills

- Well Versed with Minitab

- ISO knowledge required

Special Role Requirement :

- Willing to travel across sites & locations & possibly overseas for short duration's.

- Excellent communication skills should be able to communicate with external customers and senior leadership.

- Knack for detailing, drilling down.

- Handling large data and hands on with statistics.

- Tech savvy.

- Friendly to applications and other tools.