Job Description

Job Purpose and Role

Lead 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

Primary Duties & Responsibilities

- Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients
- Drive & improve efficiency, leading to better operating margins with solid focus on governance, timelines and risk management
- Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
- SLA baselining, predictive SLA monitoring & reporting
- Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement
- Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits
- Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework




- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
- Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
- Foster a spirit of continuous learning & collaboration across teams

Desired Experience and Skills

- Overall work experience of minimum 12 yrs.; minimum 6 yrs. experience in Quality
- Lean Six sigma Black belt certified
- Experience in automation of aspects of Quality function
- Knowledge & experience of Agile methodology & demonstrate a digital mindset
- Should have analytical bent of mind along with lateral thinking.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values
- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change

Qualifications

Graduate / Post Graduate

📌 Senior Group Manager - Transctional Quality - Travel (India)
🏢 Wns Global Services
📍 India