Senior Group Manager - Quality at WNS Global Services

Job Description

This role exists to be the head of our Quality Function within WNS SA, responsible for the delivery of this function for all of the campaigns. The role is required to ensure that we deliver the best possible customer experience to any of our client’s customers who interact with a WNS employee and provide insights back to the client and operations on opportunities to improve the overall customer journey  Works with the CIS BU senior leadership team to drive account performance through the delivery of defined and agreed QA framework per campaign.
Responsible for overall customer experience delivery, support and execution across multiple programs/clients.
Delivers the required number of QA assessments per campaign / agent per month as agreed in the contract or the QA framework.
Support and develop a team of Quality Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations.
Maintain a working knowledge of the entire call center operation as well as project operation in order to ensure that we deliver actionable insights that can add value either internally or externally.
Provides leadership for Global Quality team, and ensures adherence to company and department policies and procedures across multiple programs/clients.
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients.
Supporting the WNS SA growth effort through participation in client meetings / visits and representing CIS BU in a manner that highlights our global Quality and CEX capability, while building trust in our team.
Consistent review  of CIS BU Quality and CEX processes, auditing individual groups to ensure that all core processes and tools are being utilized to achieve optimum results for our clients and their customers. Maintain awareness of emerging industry tools. Perform period review of current WNS tools against other tools available to ensure that we continue to use innovative technology that reduces waste and creates efficiency

Must be able to identify Conitnuous Improvement Opportunities within existing operations and drive LSS projects to help solve for business problems. Will be responsible for end to end project delivery from Identification, methodology adherence, stakeholder management (internal and client facing) and project sign-off

• Proven track record of delivering results and leading teams in a dynamic business environment.
• Change agent with strong credibility and influence in the organization.
• Demonstrated ability to motivate others and achieve results.
• Strong analytical and quantitative skills.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Anticipates customer needs and ensures that they are met.
• Measures processes and performance through the customer's eyes.
• Ability to consolidate and analyze complex information in order to identify creative new ways of working and innovative solutions to problems.
• Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences.
• Strong ability to influence Senior Management and key stakeholders.
• Must be mobile and able to travel locally, domestically and internationally, as per business requirements.
   

Qualifications

• Certified Six Sigma Gelt (Green Belt) is mandatory + Black Belt Trained (Mandatory)
• Black Belt - Certified is Desired/preferred
• Preferred 5+ years’ experience in a Quality / Customer Experience role within BPO industry 2+ years’ in a leadership role within a Quality / Customer Experience function
• Experience in running and completing projects to completion in a complex environment.
• Stakeholder Management at a senior and executive level including relationship management. Client Engagement and presentation experience at a senior / executive level
• One years’ experience in Six Sigma project delivery preferred.
• Proven track record of transforming QSA functions away from tick box processes will be beneficial