Group Manager - Quality

WNS Careers - Philippines; Iloilo City; Presencial; PHP 700.000 - 900.000; Jornada completa

Descripción de la vacante

WNS Careers - Philippines in Iloilo City is seeking a seasoned Quality Management professional to drive continuous improvement across Transaction Quality and Delivery. You will lead teams, monitor client KPIs, and strengthen the quality framework to meet service levels.

The role requires strong analytical skills, bold problem-solving, and the ability to collaborate with recruitment and operations to ensure audit readiness and timely feedback.

Formación

• Total experience of 6–8 years in a relevant domain.
• Strong people management to drive teams across LOBs/geographies.
• Ability to drive initiatives to closure.
• Ability to lead, direct and motivate high-performing teams.
• Analytical and data interpretation skills.
• Excellent verbal and written communication with clients/leadership.
• Knowledge of Transaction Quality systems, tools and technologies.
• Willingness to work 100% onsite and relocate to Iloilo City.

Responsabilidades

• Drive continuous improvement for Transaction Quality and Delivery.
• Manage Transaction Quality & Client related KPIs.
• Evaluate effectiveness of transactional quality interventions.
• Strengthen Quality management processes/framework to improve delivery.
• Capture SLA/SLO metrics and tailor processes to client needs.
• Provide out-of-the-box ideas and process improvement initiatives.
• Drive Process control & Compliance and manage Audit SLAs.
• Give crisp feedback to Front Line Recruitment on hire quality.
• Provide floor support, feedback, refreshers, via aligned teams.
• Facilitate QA and Compliance audits and follow-ups.

Conocimientos

People management

Leadership

Analytical skills

Communication skills

Process improvement

Data handling

Prioritization

Decision making

Herramientas

Quality systems

Descripción del empleo

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
• Open to relocate in Iloilo City