Group Manager - Transactional Quality - Mumbai - Plant 10 11 - REF47044Q
Group Manager - Transactional Quality - Mumbai - Plant 10 11 - REF47044Q
Posted on :
20-12-2024
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1 Vacancy
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Job Description
CRF REF47044Q Group Manager Transactional Quality Mumbai
Vertical: Travel
Role: Team Manager
Shift: 1:00pm10:00pm / 5:30pm2:30am Monday to Friday
Mode of work: 5 days WFO
Experience range: 8 years of overall experience with min. 3 years into Quality/Operations domain in a travel company or in a travel process (in a BPO company)
Interview rounds: 2 Technical 1 HR
Job Description:
Job Purpose and Role Primary Duties & Responsibilities
- Manage NextGen Shared Services Quality Organization by consistently Raisingthebar on servicedelivery standards & enable lowrisk & zerosurprises 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; indepth 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 Desired Experience and Skills.
Qualifications :
- Any Graduate / Post Graduate/ MBA
- Overall work experience of minimum 68 yrs.; minimum 34 yrs. experience in Transactional Quality
- Experience in automation of aspects of Quality function
- Working knowledge of Excel 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 willtowin attitude demonstrates personal excellence lives the growth mindset.
- Ability to work through unstructured problems shifting priorities multiple demands ambiguity and rapid change.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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