Senior Group Manager - Transactional Quality - REF79978S_- BFS
Senior Group Manager - Transactional Quality - REF79978S_- BFS
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Salary Not Disclosed
1 Vacancy
Job Description
Primary Duties & Responsibilities 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 :
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
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
