Group Manager - Transactional Quality - Pune

Job Description

Group Manager - Quality

Reporting

The role holder will report to Account Quality LeaderJob Purpose and Role

Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

Primary Duties & Responsibilities Manage high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients

Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management

Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance

Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting

Effective deployment of RCA framework including communication, follow through & training

Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook

Digitalization & mistake proofing in Quality Assurance Delivery embed Digital tools to strengthen audit mechanism & control framework

Qualifications

Any graduate