Job Description

The Group Manager – Quality is responsible for leading quality strategy, governance, and performance across Risk Ops and User Ops. The role involves managing multiple teams, defining quality frameworks, and driving large-scale improvements aligned with business and client expectations.

Responsibilities

• Own end-to-end quality framework across Risk Ops and User Ops.
• Define quality metrics, sampling approaches, and governance models.
• Lead multiple QA teams and ensure delivery of quality KPIs.
• Drive stakeholder engagement with Operations, Training, and clients.
• Lead performance reviews, audits, and governance forums.
• Identify strategic improvement areas and drive transformation initiatives.
• Ensure consistency in QA processes, calibrations, and audit standards.
• Implement best practices in quality management and customer experience.
• Drive accountability for quality, CSAT, and compliance.
• Mentor Assistant Managers and Deputy Managers.

📌 Group Manager Transactional Quality Fintech/ Bfs / Aml/kyc/financial Crime & Compliance K 2026263868 Gurugram
🏢 Wns Global Services
📍 Gurugram