Senior Group Manager - Transactional Quality

NA

Primary Duties & Responsibilities

• Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management

• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance

• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting

• Effective deployment of RCA framework including communication, follow through & training

• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook

• Digitalization & mistake proofing in 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

• Ensure continued alignment of account to ISO standards through checks & audits

• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

• Graduate / Post Graduate

• Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality

• Lean Six sigma Black belt certified

• Experience in automation of aspects of Quality function

• Working knowledge of Excel, Minitab & Power BI

• Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset

• Should have analytical bent of mind along with lateral thinking.

• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset

• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change