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.
Robust 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

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