Group Manager Transactional Quality Pune REF81787O
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Qualifications :
Any Graduate/PG/MBA.
Green Belt Trained & Tested OR Certified Preferred.
Good Communication / Presentation Skills.
Candidates only from a BPM/KPO/Captive/Contact Centre Background Only.
Candidates preferred from a Insurance Vertical Background with 2/3 Minimum Work Experience.
Minimum 5 yrs work experience in Transactional Quality - (Voice /Back Office/ Blend - Processes Background) Mandatory
Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.
Additional Information :
Vertical Insurance CS Preferred.
Role: - Team Role 2 AM Team 15.
Shits: - 6:30 PM 3:30 AM ( Monday To Friday)
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more
