WNS - Group Manager - Quality - Black Belt - Blended Process

Job Opening for Group Manager Quality Black Belt in WNS

- Green Belt Certified / Preferably BB Trained

- RFP, Solutions, Transformational Projects .

- Handled C-SAT as a Metrics Mandatory.

- 3 to 4 yrs in Process Excellence. 65% / Part Transaction Quality 35%

- Blended Process - Voice / Back Office

- Work Experience in Process Excellence & SAP would be an added advantage!

- Open to Vertical

- Preferably from a UK Process Back Ground !

Job Description :

- Communication Skills

- Microsoft Office skills high

- Minitab

- Should be GB certified in Lean & six Sigma, preferably trained in Black belt

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

- Should have experience in Front office processes

- Should have managed C-SAT as a metric

- Should possess good analytical skills, communication and negotiation skills.

- Manage all the Quality service levels signed with the client. Ensure - no- hit on commercials (Quality metrics). The designation requires managing multiple processes

- Manage both the internal quality scores & external quality scores (if any). Manage end user C-Sat scores for the process

- Supports ongoing monitoring and feedback program. Support team training requirements

- Reviews and enhances monitoring tools

- 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. Overall Performance for the Team including SLA measurements and any critical non SLA like DSAT. Manage VOE

- Drive Improvement projects/activities across Utility vertical

- Redesign processes to suit the improvement plan

- Work closely with operations team to collect data and assess the current situation.

- Net work with other experts to exchange learning and good practices both internally and externally