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    Group Manager - Pune, India - WNS Global Services

    WNS Global Services
    WNS Global Services Pune, India

    2 weeks ago

    Default job background
    Full time
    Description
    Job Description

    Group Manager - QualityReportingThe role holder will report to Account Quality LeaderJob Purpose and RoleManage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAUPrimary 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
    • Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
    • Ensure continued alignment of account to ISO standards through checks & audits
    • Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Desired Experience and Skills
    • Graduate / Post Graduate
    • Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality
    • Lean Six sigma Black belt certified
    • Experience in automation of aspects of Quality function
    • Working knowledge of Excel, Minitab & Power BI
    • Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset
    • Should have analytical bent of mind along with lateral thinking.
    • Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
    • Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
    Qualifications

    Graduate/Post Graduate
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