Posted By
Grenville Naidu
Deputy Manager - Global Resourcing Cell at WNS Global Services
Last Login: 11 January 2024
Posted in
BPO
Job Code
363149
Key Responsibilities/Account-abilities :
Deliver excellent service to the clients through effective management & leadership of the Quality team. Drive improvement initiatives across the vertical.
- Lead a team of Deputy Manager / Assistant Managers.
- Drive Improvement projects/activities for different processes.
- Mentor & coach Quality Managers & Leaders.
- Ensure consistence in Quality standards, review the process quality plans & maintain the Quality standards as per the client requirement.
- Review feedback from Business Channels (VOC/ Internal Feedback) regarding the quality aspects of customer service.
- Work closely with operations team to meet the SLA Quality requirements.
- Will be responsible for running improvement initiatives across the processes in the Travel Vertical & generating QNS as per the set target.
- Drive SLA adherence /customer CTQ's.
- Ensure appropriate corrective / preventive actions are taken for process improvement.
- Drive inputs from VOC for improvement.
- Initiate Best practice sharing across teams.
- Comply to Quality Standards in the organization
- Set goals for the team with measurable review & feedback mechanism
Knowledge/Qualifications/ Competency / Work Experience :
- Any Graduate / PG, Good Communication / Presentation Skills.
- Green Belt Certified Mandatory
- Candidates only from a BPO/KPO/Captive/Contact Centre Background
- Candidates preferred from an Insurance / Banking Background
- Minimum 4-5 yrs work experience in Transactional Quality - ( Voice /Back Office/ Blend - Processes Background ) Mandatory
- Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.
Special Role Requirement :
- Willing to travel across sites & locations
- Australian Shift
- Accuracy & integrity in data handling
- Ability to work with people and teams of diversified / different priorities
- Ability to present/ address in public
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Posted By
Grenville Naidu
Deputy Manager - Global Resourcing Cell at WNS Global Services
Last Login: 11 January 2024
Posted in
BPO
Job Code
363149