WNS - Group Manager - Quality

Key Responsibilities/Accountabilities :

Industry: BPO/ KPO/ IT Industry Preferred

- Mentor all the projects (both internal & external Assignments)

- Institutionalize Six Sigma & Lean practices

- Manage and driving Quality Methodologies & corporate initiatives

- Responsible for business level strategies to improve the current system

- Manage all the Quality service levels signed with the client. Ensure - no- hit on commercials (Quality metrics), if managing any service level related project

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

- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned

- Maintain the quality benchmark for call handling

- Supports ongoing monitoring and feedback program

- Reviews and enhances monitoring tools

- Develops the monitoring team and supports team training requirements 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

- Experience in Quality Management.

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

- Able to communicate at all levels, Decision Maker, Solution Oriented

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

- Team attrition to be managed

Knowledge/Qualifications/ Competency :

- Any Graduate

- Good Communication/ Presentation Skills

- Microsoft Office skills

- Well versed with Minitab

- Black belt certified Mandatory

- Should have a good knowledge of Quality Management system - ISO / COPC/ eSCM

Desirable :

- Post Graduate in Management or any other area

- Graduate with Mathematics as one of the subjects

- Preferably from Technical background

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

Having a Valid Passport