Assistant Manager - Transactional Quality

WNS Careers - Philippines; Iloilo City; On-site; PHP 650,000 - 950,000; Full time

Job summary

WNS Careers - Philippines seeks a Quality Assurance Lead to elevate our Shared Services QA program. You will drive audit compliance, root-cause analysis, and automation efforts across processes, with a focus on meeting ISO standards and SLA benchmarks.

Applicants should have 4-5 years in quality, Lean Six Sigma certification, project management experience, and strong communication, Excel and PowerPoint skills to coach teams and deliver actionable insights.

Qualifications

• Graduate or postgraduate degree required.
• 4–5 years total work experience, with 2–2.5 years in Quality.
• Lean Six Sigma Yellow/Green belt or strong understanding of Lean Six Sigma concepts.
• Project management experience.
• Knowledge of RPAs, automation and data-analytic tools.

Responsibilities

• Deliver a Next-Gen Shared Services Quality Organization by raising service-delivery standards and enabling low-risk BAU.
• Drive audit compliance with robust root-cause analysis and remediation plans to meet targets.
• Deliver sampling and stratification strategy based on compliance checks, financial process variance, and agent performance.
• Ensure calibration to the quality framework is maintained.
• Drive performance to meet all quality metrics, including SLA baselining and predictive SLA monitoring.

Skills

Communication skills

Project management

Analytical thinking

Excel

PowerPoint

Education

Graduate or Post Graduate

Tools

RPAs

Automation tools

Data analytics tools

Job description

Job Description:

• Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
• Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance
• Ensure continued calibration to the quality framework
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Facilitate Kaizen initiatives within the team Accountable for customer complaint resolution process – should be until closure
• Ensure process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook
• Responsible for timely & accurate reporting, updates and business insights
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring
• Lead and Mentor Projects, Build LSS Awareness and Capability in the team or supported team. Support the team in their day-to-day tasks should the need arise.

Qualifications:

• Graduate / Post Graduate
• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality
• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms
• Project Management
• Knowledgeable and Capable of RPAs, Automations and New Technology Reporting and Data Analytic Tools
• Excellent Communication skills - written & verbal
• Working knowledge of Excel & PowerPoint
• Should have analytical bent of mind
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset