Senior Group Manager - Transactional Quality

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