Job Description
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
• 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
💡 Quick Summary
Seeking a career-building opportunity? The Group Manager - Transactional Quality - Pune position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.