Assistant Manager - Transactional Quality

wns careers - philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Careers Philippines is seeking a seasoned Quality Assurance Leader to drive the Next-Gen Shared Services QA program, raising service-delivery standards and ensuring low-risk BAU operations. You will lead audit compliance, RCA, remediation plans, and KPI reporting.

The role requires 4–5 years in quality, Lean Six Sigma belt, project management, and familiarity with RPAs, automation, and data-analytics tools. Strong Excel and PowerPoint skills are essential.

Qualifications

• Graduate or post graduate degree.
• Minimum 4–5 years of work experience with 2–2.5 years in Quality.
• Lean Six Sigma Yellow/Green belt or strong understanding of Lean Six Sigma concepts, RCA / QC tools.
• Experience in Project Management.
• Knowledgeable in RPAs, automations and data analytics tools.
• Proficient with Excel & PowerPoint.
• Analytical mindset and strong work ethic with growth mindset.

Responsibilities

• Deliver QA strategy and ensure calibration to quality framework.
• Drive audit compliance, RCA, remediation plans against targets.
• Conduct sampling/stratification based on compliance checks and processes.
• Report on quality metrics, SLA baselining, and predictive SLA monitoring.
• Facilitate Kaizen initiatives and drive continuous learning across teams.
• Mentor projects and build LSS awareness within the team.

Skills

Analytical mindset

Strong work ethic

Growth mindset

Project management

RPA & automation tools

Data analytics tools

Excel & PowerPoint

Education

Graduate / Post Graduate

Tools

RPA & Automation tools

Excel

PowerPoint

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
• 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