Assistant Manager - Transactional Quality

wns careers - philippines; Western Visayas; On-site; PHP 500,000 - 700,000; Full time

Job summary

WNS Careers Philippines seeks a Quality professional to lead a Next-Gen Shared Services Quality Organization in the Philippines. You will drive audits, RCA, and continuous improvement to ensure adherence to ISO standards and SLA targets.

You will mentor teams, support Kaizen initiatives, and deliver accurate reporting and business insights while fostering cross-functional collaboration and career development.

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

Responsibilities

• 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.

Education

Graduate / Post Graduate

4-5 yrs; 2-2.5 yrs in Quality

Tools

RPAs

Automation

Reporting Tools

Data Analytics

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