Group Manager - Transactional Quality - Pune

Job DescriptionGroup Manager - Quality• Reporting• The role holder will report to Account Quality LeaderJob Purpose and Role• Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU• Primary 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 frameworkQualificationsAny graduate

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