Group Manager - Transformational Quality (Six Sigma,Black Belt)

WNS Philippines

Quezon City, Metro Manila, Philippines

2d ago

Job Description

The incumbent shall function as a change agent in the relevant business area and shall be responsible for :

Driving quality deployment in the Delivery Centre

Driving customer Impact Projects

Driving Six Sigma and Lean Deployment

Driving QNS for the aligned area

Driving SLA adherence / Customer CTQ

Ensuring all parameters are met and corrective and preventive actions are taken

Driving VOC / CSAT / NPS actionable across the team and maintain / improve the scores

Driving inputs from VOC / CSAT / NPS for improvements

Contribute and present in client / customer reviews / meetings

Adhere to compliance to Quality standards (ISO)

Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC s)

Follow appraisal and feedback mechanism

Driving Continuous Improvement projects

Initiate and best practice sharing across the team

Driving people development by aligning to the Quality DNA program

Driving culture of data based decision making

Adherence and completion of WNS Quality Role Roadmap requirements.

Will also manage a team of Quality Analysts and will be responsible for coaching, mentoring and guiding the team to achieve quality goals and targets.

Qualifications

Minimum Academic Qualification : College Graduates (15 Years) basis our specific role requirement, Education Proofs to be submitted at the time of Joining / Offers.

System working knowledge required : Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications

Language proficiency ( English) - Good / Excellent

Black Belt Certified Preferred However Green Belt Certified & Black Belt Trained Mandatory.

Should possess good analytical skills, communication and negotiation skills.

Self Starter, Confident, should be excellent in stake holder management (Internal & External) & Change Management

Team Handling Skills

Willing to travel across sites & locations within the country or abroad

Accuracy & integrity in data handling

Ability to work with people and teams of diversified / different priorities

Excellent knowledge of Excel, Word, Power point & Minitab.

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