WNS - Group Mgr - Quality - Finance & Accounting

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