Transactional Quality Team Lead

Job Description

Group 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 framework

Qualifications

Any graduate