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03/02 Kabita Paul

Views:1832 Applications:70 Rec. Actions:Recruiter Actions:5

WNS - Group Mgr - Quality - Finance & Accounting (6-10 yrs)

Pune Job Code: 130281



Job Description & Responsibilities:

> Managing the delivery of Quality matrix as per agreed SLA for all the processes with the help of AQAMs and QALs

> To participate in customer and client listening programs and identifies their expectations and needs

> Liasing with stake holders and counterparts Onshore for information & CSAT performance

> Ownership of driving Customer Comebacks resolution Process

> Exceeding Internal & External client’s expectations

> Responsible for developing and implementing quality management procedures and systems

> Ownership of driving Quality policy of the organization

> Design / Update & Approve departmental procedures and work instruction manuals

> To provide actionable data to various internal support groups as and when needed

> Designing the Business Objectives for the Quality Department keeping the Business Vision in perspective. The KRA's and the KPI's were designed with the Business Objectives as focus

> Drive retention and control on financial impact KRAs – functional team

> Adherence to
o ISO 9001/ISO 27001/ISO 14001 and Regulatory Compliance

o Role Roadmap

o KPI’s

> To use quality monitoring data management system for compiling and tracking performances at team and individual levels

> To provide feedbacks to the team leaders and managers

> To prepare and analyze internal and external quality reports and managing the staff reviews

> Participate in WNS Process Excellence initiatives

> Run improvement projects

Key Accountabilities

> To review the current policies and improvise plans to improve upon the existing quality standards

> To review and analyze the effectiveness of the modifications made

> Hiring and mentoring new hires for QAL and QA role

> Initiate & mentor improvement projects

> Provide feedback to QALs on areas of improvement and strengths, groom them for the next level

> Manage the CTQ’s as per SLA for all the processes

> Achieve QNS targets (Optional)

> Drive inspiration & Best Practices

Work Experience
> QA Experience

> F&A Domain Experience

Desirable
> Minimum 8 years of work experience with at-least 2 years experience in current role preferably in the BPO industry

Knowledge/Qualifications/ Competency: Graduation in any field

Desirable
• Effective communication and report writing skills

• Good negotiation skills with customer-oriented attitude

• Excellent analytical abilities to grasp the key points from complicated details

• Good leadership capabilities to lead projects to successful completion

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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