WNS - Group Manager - Quality - Green Belt - Voice & Customer Service

Group Manager - Quality

Over all 7 yrs Plus work experience.

Should be at least a GB certified, with relevant transactional quality 5 yrs experience and exposure.

Job Description :

- Deliver excellent service to the clients through effective management & leadership of the Quality team. Drive improvement initiatives across the vertical.

- Lead a team of Deputy Manager / Group Managers.

- Drive Improvement projects/activities for different processes.

- Mentor & coach Quality Managers & Leaders.

- Ensure consistence in Quality standards, review the process quality plans & maintain the Quality standards as per the client requirement.

- Review feedback from Business Channels (VOC/ Internal Feedback) regarding the quality aspects of customer service.

- Work closely with operations team to meet the SLA Quality requirements.

- The jobholder is responsible for managing a team of Deputy Manager / Group Managers.

- Will be responsible for running improvement initiatives across the processes in the Travel Vertical & generating QNS as per the set target.

- Drive SLA adherence /customer CTQ's.

- Ensure appropriate corrective / preventive actions are taken for process improvement.

- Drive inputs from VOC for improvement.

- Initiate Best practice sharing across teams.

- Comply to Quality Standards in the organisation

- Set goals for the team with measurable review & feedback mechanism