WNS - Group Manager - Quality/Transactional Quality

Key Responsibilities/Account-abilities :

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 / Assistant 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.

- 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 organization

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

Knowledge/Qualifications/ Competency / Work Experience :

- Any Graduate / PG, Good Communication / Presentation Skills.

- Green Belt Certified Mandatory

- Candidates only from a BPO/KPO/Captive/Contact Centre Background

- Candidates preferred from an Insurance / Banking Background

- Minimum 4-5 yrs work experience in Transactional Quality - ( Voice /Back Office/ Blend - Processes Background ) Mandatory

- Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.

Special Role Requirement :

- Willing to travel across sites & locations

- Australian Shift

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Ability to present/ address in public