Assistant Manager - Quality

WNS Careers - Philippines; Iloilo; On-site; PHP 391,000 - 670,000; Full time

Job summary

WNS Careers - Philippines seeks a Quality Analyst Supervisor to lead the QA team in Iloilo City, at Megaworld, Mandurriao. The role focuses on ensuring compliance with quality standards, coaching analysts, monitoring performance, and driving continuous improvement initiatives.

You will oversee calibration, CAPA, analytics, and client reporting, collaborating with training and operations. This is an on-site position with a shifting schedule requiring strong analytical skills and MS Office

Qualifications

• 2–5 years in Quality Assurance in BPO/shared services.
• Completed 2 years in college.
• Experience supervising or leading teams.
• Strong analytical/problem-solving abilities.
• Proficiency in Microsoft Office.
• Experience with quality monitoring tools and reporting systems.
• Willing to work on site in Iloilo City (Megaworld, Mandurriao).

Responsibilities

• Lead and develop QA Analysts.
• Coaching sessions and performance reviews.
• Monitor productivity and quality targets.
• Support hiring, onboarding, and training.
• Drive CAPA and root cause analysis.
• Prepare quality reports for management and clients.
• Promote continuous quality improvement.

Skills

Quality Assurance

Team Leadership

Analytical Thinking

Problem Solving

MS Office

Quality Metrics

Monitoring Tools

Education

Two-year college

Tools

MS Office

Quality Monitoring Tools

Job description

Job Description:

The Quality Analyst Supervisor is responsible for leading and overseeing the Quality Assurance team to ensure compliance with organizational standards, customer requirements, and performance objectives. This role involves monitoring quality processes, coaching quality analysts, analyzing performance trends, identifying improvement opportunities, and driving continuous quality improvement initiatives.

Key Responsibilities:

• Leadership and Team Management Supervise, mentor, and develop Quality Analysts.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Monitor team productivity and quality targets.
• Assist in hiring, onboarding, and training new quality team members.
• Create development plans to improve team performance.
• Quality Monitoring and Evaluation: Ensure consistent implementation of quality monitoring processes and standards.
• Review and validate quality evaluations completed by analysts.
• Conduct calibration sessions with stakeholders to maintain scoring accuracy and consistency.
• Identify process deviations and recommend corrective actions.
• Reporting and Analysis: Analyze quality performance metrics and trends.
• Prepare and present quality reports to management and clients.
• Develop actionable insights from quality data to improve customer experience and operational efficiency.
• Track key performance indicators (KPIs) related to quality and compliance.
• Process Improvement, Identify opportunities for operational and quality improvements.
• Collaborate with training, operations, and other departments to address performance gaps.
• Lead root cause analysis and implement corrective and preventive actions (CAPA).
• Recommend updates to quality procedures, scorecards, and standards.
• Compliance and Governance
• Ensure adherence to company policies, client requirements, and regulatory standards.
• Maintain documentation related to quality processes and audits.
• Support internal and external quality audits.
• Promote a culture of continuous improvement and accountability.

Qualifications

• 2-5 years of experience in Quality Assurance, preferably in a BPO, contact center, or shared services environment.
• Completed 2 years in college
• Prior supervisory or team leadership experience.
• Strong analytical and problem-solving skills.
• Advanced knowledge of quality methodologies and performance management.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Experience with quality monitoring tools and reporting systems.
• Amenable with the shifting schedule. Willing to work in Megaworld, Mandurriao, Iloilo City. 100% work from the office.