Roles & Responsibilities :

Ø Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders

Ø Personally monitoring assigned accounts, meeting the client SLA’s for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.

Ø Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.

Ø Staff Motivation, Goal setting, Performance appraisal of team members, and counseling for performance and capability building in conformance with goals.

Ø Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning

Ø Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables

Ø Deployment and Strengthen the Quality Assurance Framework for the Business

Ø Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process

Ø Identify and raise early alerts in terms of breaching the SLA metrics, Risk, Regulatory & Compliance requirements

Ø Complete the Six Sigma & Lean Role Roadmap within the stipulated time

Ø Prepare all team and client related reports for Quality

Skills required





Ø Strong interpersonal skills, written and oral communications skills

Ø Ability to take initiatives and communicate effectively with people at all levels both internally and externally

Ø Ability to work on tight deadlines and respond to changing priorities quickly and positively

Ø Should be able to plan and carry out responsibilities with minimal direction and supervision

Ø Ability to work independently and as well in a team

Experience (if any)

Ø Should have been in people management role for at least 5 years. Previous experience in a quality role will be required for back office (Transaction Quality) and/or voice

Ø Should have completed at least 1 Six-Sigma project, Green Belt Certification (preferable)

Educational Qualification:

Ø Graduate in any discipline

Ø Positive command over MS Office

Ø Interpersonal Skills

Ø Excellent Communication skills – verbal and written

Job Location : Hyderabad – Work from Office

Shift : Rotational shifts

Qualification

Graduate in any discipline

Ø Good command over MS Office

Ø Interpersonal Skills

Ø Excellent Communication skills – verbal and written

📌 Group Manager - Transactional Quality (Process Excellence/Six Sigma) - Hyderabad
🏢 WNS
📍 Hyderabad