Quality Assurance Lead — Process Improvement & Coaching

WNS Careers - Philippines; Iloilo; Sur place; PHP 391 000 - 614 000; Plein temps

Résumé du poste

WNS Careers - Philippines is seeking a Quality Assurance professional to perform daily quality checks, provide timely feedback to agents, and conduct RCA analyses for client errors. The role also involves monitoring sampling targets, ISO-compliant QA processes, and collaborating with operations to identify training needs.

The candidate should bring 4–5 years of overall experience with at least 2–2.5 years in quality, strong analytical and communication skills, and willingness to work in a

Qualifications

• Total work experience 4–5 years, with at least 2–2.5 years in Quality
• Analytical skills and time management
• Excellent communication skills – verbal and written
• Coaching and feedback
• Conflict management
• Interpersonal and people skills
• Eye for detail
• Experience in quality auditing
• Good command of MS Office
• Good Excel knowledge
• Willing to work in shifting schedule; onsite at Megaworld or Pavia sites

Responsabilités

• Complete Daily Quality checks as per the process requirement
• Provides on time Feedback to the agents for the errors identified
• Conduct Customer comeback analysis for all the errors received from the clients
• Meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute ideas to improve the process
• Prepare all team and client related reports for Quality
• Complete RCA for all errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify improvement areas for staff and share with the AM- Quality
• Communicate with clients periodically
• Complete Calibration exercise periodically as defined
• Create Error analysis/RCA reports within defined timelines
• Attend trainings for QA; support ops in identifying training needs
• Drive projects and participate in team-identified projects

Connaissances

Analytical skills

Time management

Excellent communication

Coaching and feedback

Conflict management

Interpersonal skills

Eye for detail

Quality auditing experience

MS Office

Excel

Willing to work shifting schedule

100% onsite willingness

Outils

MS Office

Excel

Description du poste

WNS Careers - Philippines is seeking a Quality Assurance professional to perform daily quality checks, provide timely feedback to agents, and conduct RCA analyses for client errors. The role also involves monitoring sampling targets, ISO-compliant QA processes, and collaborating with operations to identify training needs.

The candidate should bring 4–5 years of overall experience with at least 2–2.5 years in quality, strong analytical and communication skills, and willingness to work in a