Assistant Manager - Quality | Iloilo City

WNS Global Services, Inc.; Iloilo City; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

WNS Global Services, Inc. in Iloilo City is seeking a Quality Assurance Supervisor to lead and grow a QA team. You will oversee performance, drive quality standards, and collaborate with cross-functional partners to ensure superior service delivery.

The role emphasizes coaching, process improvement, and adherence to client requirements, with a focus on data-driven insights and continuous improvement in a high-volume contact center environment.

Qualifikationen

• 2–5 years of QA experience in a BPO or similar environment.
• 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.

Aufgaben

• 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.

Kenntnisse

Team leadership

Analytical thinking

Problem solving

Quality management

MS Office proficiency

Tools

Quality monitoring tools

Reporting systems

MS Office

Jobbeschreibung

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, healthcare, or shared services environment.
• 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.