Job Description

Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.About the Role:We are seeking a seasoned and results-oriented Senior Group Manager - Transactional Quality, to lead and oversee our team of quality assurance professionals. This role is ideal for a candidate with a strong KPO (Knowledge Process Outsourcing) background and a proven track record of success in driving operational excellence.Responsibilities:

• Lead and manage a high-performing team of quality analysts, ensuring efficient and accurate transaction processing.
• Develop and implement quality assurance processes and methodologies aligned with KPO best practices.
• Analyze data and identify trends in quality performance, using Six Sigma or similar methodologies to develop and implement corrective action plans.
• Conduct regular audits and reviews to ensure adherence to quality standards and service level agreements (SLAs).
• Mentor and coach team members, fostering a culture of continuous improvement and professional development.
• Partner with cross-functional teams (operations, training, client management) to identify and address quality-related challenges.
• Stay abreast of industry best practices and trends in quality management within the KPO domain.
• Prepare comprehensive quality reports and presentations for internal and external stakeholders.

• Minimum 10-15 years of experience in a KPO environment, within the BPO/KPO sector
• Proven track record of success in managing and leading quality assurance teams.
• Black Belt certification in Six Sigma or a similar quality improvement methodology.
• In-depth knowledge of quality control tools and techniques.
• Strong understanding of KPO processes and best practices.
• Excellent analytical and problem-solving skills.
• Superior communication skills, both written and verbal, with the ability to effectively communicate with team members, clients, and other stakeholders.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficient in MS Office Suite (Word, Excel, PowerPoint)

WNS Global Services