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    Senior Group Manager - Gurugram, India - WNS

    WNS
    WNS Gurugram, India

    Found in: Talent IN 2A C2 - 5 days ago

    WNS background
    Description

    Job Description

    About the Role:

    We are seeking a seasoned and results-oriented Senior Group Manager - Transactional Quality, to lead and oversee our team of quality assurance professionals. This role is ideal for a candidate with a strong KPO (Knowledge Process Outsourcing) background and a proven track record of success in driving operational excellence.

    Responsibilities:

    • Lead and manage a high-performing team of quality analysts, ensuring efficient and accurate transaction processing.
    • Develop and implement quality assurance processes and methodologies aligned with KPO best practices.
    • Analyze data and identify trends in quality performance, using Six Sigma or similar methodologies to develop and implement corrective action plans.
    • Conduct regular audits and reviews to ensure adherence to quality standards and service level agreements (SLAs).
    • Mentor and coach team members, fostering a culture of continuous improvement and professional development.
    • Partner with cross-functional teams (operations, training, client management) to identify and address quality-related challenges.
    • Stay abreast of industry best practices and trends in quality management within the KPO domain.
    • Prepare comprehensive quality reports and presentations for internal and external stakeholders.

    Qualifications

    • Minimum 10-15 years of experience in a KPO environment, within the BPO/KPO sector
    • Proven track record of success in managing and leading quality assurance teams.
    • Black Belt certification in Six Sigma or a similar quality improvement methodology.
    • In-depth knowledge of quality control tools and techniques.
    • Strong understanding of KPO processes and best practices.
    • Excellent analytical and problem-solving skills.
    • Superior communication skills, both written and verbal, with the ability to effectively communicate with team members, clients, and other stakeholders.
    • Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
    • Ability to work independently and manage multiple priorities in a fast-paced environment.
    • Proficient in MS Office Suite (Word, Excel, PowerPoint)
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