Transactional Quality Manager - Travel Vertical - US Hours
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.
Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Responsibilities:
- Review and approve the sampling strategy that suits the business requirement.
- Decide on the Calibration Process and variance target.
- Review and approve the Quality Standard Document.
- Assist the Operations Team with customer complaint & resolution process for the teams (not applicable for some teams).
- Ensure that the Quality Process adheres to the Quality Standard.
- Regular Performance Review of QA/AM/DM.
- Conduct skip level meetings with the advisors and QA’s.
- Attend Learning Academy Training and BPET Training roadmap for self-development.
- Complete the Green Belt certification and role roadmap.
- Drive high-impacting six sigma and Lean Projects.
- Mentor team members to improve performance and behavior.
- Understand VOC/VOE and implement actions to improve the performance on them.
- Participate in WNS BPET initiatives.
- Achieve QNS target through Quality Initiatives.
- Regular interaction with clients and maintain good relationships.
- Mentor Yellow Belt & White Belt projects in the team.
- Deploy standard Quality Framework.
- Initiate and mentor vertical level initiatives.
- Assist the Operations team during migration in terms of baselining and QA identification.
Minimum Requirements:
- Preferably should have worked in a Quality field.
- Preferably from the Travel Background.
- At least 7-8 years of experience in the Quality Role.
- Preferably should have completed a project or should have been a part of any project from a Quality perspective.
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