Group Manager - Quality (transctional Quality), 6 - 11 years exp, Nasik

Designation: Group Manager Quality

Reporting to: Sr. Group Manager Quality

Role: Team Contributor

Location: Nashik

Overall Experience: 8+ Years

Functional Experience:

o 6+ Years in Quality / Six Sigma role

o Hand on experience in Service Quality of Voice and Data Processes

o Expert in Data Analysis

o Hands on with statistical concepts and quality tools

o Customer Service Experience in verticals like Retail /Banking Financial Services/ Insurance Industry

o Exposure and hands on experience in driving and mentoring Lean/Six Sigma/ business projects and initiatives

Education / Qualification:

o Graduate

o Black Belt Certified Desired

o ISO /QMS/COPC Trained or certified

Scope of Work / Area of Influence:

o To drive the quality assurance function across the business & ensure compliance to all defined SLA metrics. To provide detailed insights to the business on quality assurance. , facilitate and coordinate all Quality Initiatives with Internal as well as External clients, driving Client benefit initiatives, drive CSat initiatives for the business.

Key Accountabilities:

o Facilitate setting up of required infrastructure for implementing the Quality Management System

o Process Understanding & Skill Enhancement of the business through TNI Mechanism

o Provide guidance and advice to clients on the current work process design and potential implications.

o Drive VOC Actionable, improving customer CTQs, achieve QNS targets through Quality Initiatives.

o Risk Management

o SLA Performance Management like CCRP, Accuracy Score, Csat scores

o Identify key areas for Operations and drive improvement initiatives (Process Improvement / Transformation / Automation etc.) to attain business excellence

Personal Attributes:

o Self starter with high Initiative and enthusiasm to drive improvements and quality culture

o Effective communication skills

o Prioritizing and Organizing Skills

o Ability to work with a team

o Analytical and problem solving skills

Required Experience

Handling Voice & Data Processes

Team Handling : 250+ Span of Employees

WNS - Trinity Mortgage Services is a business unit of WNS Global Services, ranked No. 1 BPO company by NASSCOM for the 2nd year. At WNS ? Trinity Mortgage Services we are committed to delivering cost-reducing, high-quality process and technology enabled solutions to the Mortgage Banking Industry. Our solutions enable them to reduce their costs of operations while improving the quality and productivity of their services. WNS ? Trinity Mortgage Services enables its clients to extend their current capabilities and build value added services by providing global access to resources and diverse skill sets, including best practices in multiple process and technology domains. For further information, please visit www.trinitybpm.com or www.wnsgs.com

Categories: Call Centre