wnsglobalservices144
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. The Group Manager – Quality is responsible for leading quality strategy, governance, and performance across Risk Ops and User Ops. The role involves managing multiple teams, defining quality frameworks, and driving large-scale improvements aligned with business and client expectations.________________________________________Responsibilities• Own end-to-end quality framework across Risk Ops and User Ops.• Define quality metrics, sampling approaches, and governance models.• Lead multiple QA teams and ensure delivery of quality KPIs.• Drive stakeholder engagement with Operations, Training, and clients.• Lead performance reviews, audits, and governance forums.• Identify strategic improvement areas and drive transformation initiatives.• Ensure consistency in QA processes, calibrations, and audit standards.• Implement best practices in quality management and customer experience.• Drive accountability for quality, CSAT, and compliance.• Mentor Assistant Managers and Deputy Managers. • 7–11 years of experience in QA / Customer Service / BFS / FinTech/ BPO leadership roles.• Proven experience in team leadership and stakeholder management.• Well-versed in compliance and customer experience frameworks and industry best practices.• Excellent analytical, reporting, and presentation skills.• Experience in driving process improvements and governance.