Designation: Group Manager - Quality  Role: Quality Assurance /Transactional Quality.  - Green Belt Certified or Trained Mandatory.  - BPO Candidates Only.  - Minimum 5 years in a TQ role Mandatory.  - Team Management role.  - Location: Bangalore  - 18 Months Service agreement.   - Shifts: 11.00 AM -11.00 PM - Time Slot  Job Description & Responsibilities:  - Managing the delivery of Quality matrix as per agreed SLA for all the processes with the help of QALs   - To participate in customer and client listening programs and identifies their expectations and needs  - Liasing with stakeholders and counterparts Onshore for information & CSAT performance  - Exceeding Internal & External client’s expectations  - Responsible for developing and implementing quality management procedures and systems  - Ownership of driving Quality policy of the organization   - Design / Update & Approve departmental procedures and work instruction manuals  - To provide actionable data to various internal support groups as and when needed  - Designing the Business Objectives for the Quality Department keeping the Business Vision in perspective  - Drive retention and control on financial impact KRAs - functional team   Adherence to:  - ISO 9001/ISO 27001/ISO 14001 and Regulatory Compliance  - Role Roadmap   KPI’s  - To use quality monitoring data management system for compiling and tracking performances at team and individual levels  - To provide feedbacks to the team leaders and managers  - To prepare and analyze internal and external quality reports and managing the staff reviews  - Participate in WNS BPET initiatives  - Run improvement projects  Key Accountabilities:   - To review the current policies and improvise plans to improve upon the existing quality standards  - To review and analyze the effectiveness of the modifications made  - Hiring and mentoring new hires for QCA & Assistant managers role  - Initiate & mentor improvement projects  - Provide feedback to QALs on areas of improvement and strengths, groom them for the next level  - Manage the CTQ’s as per SLA for all the processes  - Achieve QNS targets (Optional)  - Drive inspiration & Best Practices   Candidate Requirement Form:  Personal Specification:  Essential / Desirable:  Work Experience:   Minimum experience as QAM / Manager / AM no. of years 	 - Minimum 8 years of work experience with at-least 2 years experience in current role preferably in the BPO industry   - Industry experience (Insurance / Banking etc.)  Knowledge/Qualifications/ Competency:   - Graduation in any field  - Effective communication skills  - Good negotiation skills & customer-oriented attitude  - Excellent analytical abilities   - Good leadership capabilities to lead projects to successful completion  - Good interpersonal skills  - Customer focus and good business sense   - Planning and project management skills  - Analytical and logical approach  Capabilities:  - Should be willing to work in 24x7 shifts  - Well versed with MS-Office, MS Project, Visio and Statistical tools  - Good knowledge of Quality metrics and Statistical Analysis  Rekha Rajesh 044-43443707

Bangalore

Group Manager - Quality Assurance - BPO 

Group Manager - Quality Assurance - BPO  ,Job Description for Group Manager - Quality Assurance - BPO  in Global Professional Services in  Bangalore for (7-9) years of experience. Apply Now!

Job Description for Group Manager - Quality Assurance - BPO  in Global Professional Services in  Bangalore for (7-9) years of experience. Apply Now!