Group Manager - Transactional Quality - GGN - REF109948A_2026277075
• 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.
• Any Graduate / Post Graduate/MBA.
• Experience in automation of aspects of Quality function.
• Advanced skills/ knowledge of Excel, Minitab & 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 will-to-win attitude, demonstrates personal excellence, lives the growth mindset.
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change Experience in driving Continuous improvements, ideations, project management.
Vertical: - Travel Preferred - (OC& H) – OTA & Corporate Travel & Hospitality.
Transactional Quality Work Experience – Minimum 5 Years.
Certification: - Green Belt Preferred,
Team Role: - 5/7 QA.
Shifts : - 11 AM to 8:00 PM IST / Later - 6:00 PM to 6:00 AM IST - Shift Bracket
Work Mode: - WFO