Senior Group Manager - Transactional Quality - Travel Vertical - REF55581O at WNS Global Services SA

Job Description

Roles & Responsibilities:

• Review and approve the sampling strategy that suits the business requirement
• Decide on the Calibration Process and  variance target
• Review and approve the Quality Standard Document
• Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
• Ensure that the Quality Process adheres to the Quality Standard
• Regular Performance Review of QA/AM/DM
• Conduct skip level meetings with the advisors and QA’s
• Attend Learning Academy Training and BPET Training roadmap for self development
• Complete the Green Belt certification and role roadmap
• Drive high impacting six sigma and Lean Projects
• Mentor team members to improve performance and behavior
• Understand VOC/VOE and implement actions to improve the performance on them
• Participate in WNS BPET initiatives
• Achieve QNS target through Quality Initiatives
• Regular interaction with clients and maintain good relationship
• Mentor Yellow Belt & White Belt projects in the team
• Deploy standard Quality Framework
• Initiate and mentor vertical level initiative
• Assist the Operations team during migration in terms of base lining and QA identification

Skills required:

• Knowledge on the Process Improvement tools
• Presentation and CRM skills
• Analytical skills and time management
• Excellent Communication skills – verbal and written
• Mentor DR and succession planning
• Maintain healthy internal and external client and stakeholder relationship
• Interpersonal skills and people skills (People Management)
• Risk Identification and mitigation skill
• Should have sound knowledge of migration
• PMP skills

Experience (if any):

• Preferably should have worked in a Quality field
• Preferably the candidate from the Travel Background
• At least 7-8 years of experience in the Quality Role
• Preferably should have completed a project or should have been a part of any project

Qualifications

Educational Qualification:

• Graduate
• MS Office Knowledge
• Good Excel Knowledge