Group Manager Transactional Quality GGN REF109948A

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

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.

Qualifications :

Any Graduate / Post Graduate/MBA.

Experience in automation of aspects of Quality function.

Advanced skills/ 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 Experience in driving Continuous improvements ideations project management.

Additional Information :

Vertical: - Travel Preferred -  (OC& H) OTA & Corporate Travel & Hospitality.

Transactional Quality Work Experience Minimum 5 Years.

Certification: - Green Belt Preferred

Team Role: - 5/7 QA.

Shifts : - 11 AM to 8:00 PM IST / Later  - 6:00 PM to 6:00 AM IST - Shift Bracket

Work Mode: - WFO

Remote Work :

No

Employment Type :

Full-time