Group Manager - Quality

WNS Careers - Philippines; Iloilo; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

WNS Careers - Philippines seeks an experienced Quality Assurance Leader to drive continuous improvement across Transaction Quality and Delivery in a high-volume environment. You will manage client KPIs, evaluate interventions, strengthen QA frameworks, and ensure SLA/SLO reporting while guiding recruitment teams with actionable feedback and 100% onsite collaboration.

The role requires strong analytics, stakeholder management, and the ability to lead cross-LOB teams toward higher quality and

Qualifications

• Total Experience 6–8 years in relevant domain.
• Strong people management and leadership capabilities.
• Analytical and data interpretation skills with high data handling proficiency.
• Excellent verbal and written communication for client/leadership.
• Knowledge of Transaction Quality systems, tools and technologies.
• Ability to drive initiatives to closure and manage multiple stakeholders.
• Maturity to handle clients, stakeholders and peers professionally.
• Process-oriented with planning, decision making and deadline compliance.
• Detail oriented with strong organizational and presentation skills.
• Willingness for 100% onsite work and shift adaptability.

Responsibilities

• Drive continuous improvement for Transaction Quality and Delivery.
• Manage Transaction Quality & Client related KPIs (KPIs).
• Evaluate effectiveness of transactional quality interventions.
• Strengthen Quality management processes/framework to improve delivery.
• Capture SLA/SLO metrics and customize processes to meet client expectations.
• Propose out-of-the-box ideas and process improvements.
• Drive process control & compliance and manage Audit SLAs.
• Provide crisp feedback to Front Line Recruitment on quality of hires.
• Offer quality floor support and refreshers via aligned teams.
• Facilitate QA/compliance audits and follow-ups based on observations.

Skills

Total experience 6–8 years

People management

Initiatives to closure

Leadership

Analytical/data skills

Communication skills

Systems knowledge

Maturity

Process planning & decision making

Detail orientation & presentation

Onsite / shift adaptability

Job description

• Drive continuous improvement for Transaction Quality and Delivery
• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)
• Evaluate effectiveness of transactional quality interventions
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectations
• Ability to get out of the box ideas and Process improvement initiatives in the process
• Should drive Process control & Compliance in addition to managing Audit SLAs
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Provide quality floor support, feedback, refreshers etc. via the teams aligned
• Facilitate Quality and Compliance team to perform various audits and follow-ups based on the observations

Qualifications:

• Total Experience of 6 – 8 Yrs. (Relevant Experience of 4 – 6 Yrs.)
• Effective People Management skills to be able to drive teams across LOBs and/or Geographies
• Ability to drive initiatives to closure
• Ability to deal with all levels of employees and to provide leadership, direction and motivation to build high performing teams
• Analytical Skills / Quantitative skills with excellent data handling / data interpretation skills
• Excellent Communication skills – Both verbal and written to manage client and leadership communication
• Needs to have good working knowledge of Transaction Quality systems, tools and technologies
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines
• Detail oriented, Strong organizational skills and Presentation skills
• Flexible with shift schedule and 100% onsite work set up