Quality Assurance Manager

WNS; Quezon City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

WNS in Quezon City seeks a Senior Quality Manager to lead the Next-Gen Shared Services Quality Organization. You will raise service-delivery standards, drive efficiency, and ensure strong governance and risk management across healthcare accounts.

Responsibilities include designing sampling and stratification strategies, monitoring SLA performance, deploying RCA, and documenting quality in line with client playbooks. A digital mindset and advanced Excel skills are essential.

Qualifications

• Graduate or postgraduate with focus on quality management.
• Total 10–12 years in the BPO industry.
• At least 6 years in quality as a manager.
• Experience with healthcare accounts is preferred.
• Lean Six Sigma Yellow/Green belt certified.
• Experience in automating quality processes.
• Knowledge of Agile methodology and a digital mindset.
• Strong analytical and problem-solving skills.
• Ability to handle unstructured problems and rapid change.
• Advanced Excel and presentation skills.
• Willing to work onsite at Quezon City.

Responsibilities

• Lead and raise service-delivery standards for the Quality Organization.
• Drive efficiency to improve margins with governance and risk management.
• Deliver sampling/stratification based on compliance, processes and priorities.
• Meet quality metrics: SLA baselining, predictive SLA monitoring and reporting.
• Deploy RCA framework with training and follow-through.
• Document quality standards aligned to client playbooks (TQ).
• Digitalize QA delivery and strengthen audit controls.
• Provide insights via data analysis, defects, trends for performance.
• Ensure ISO alignment through audits and checks.
• Foster learning, coaching and mentoring across teams.

Skills

Quality management

Lean Six Sigma

Agile

Analytical thinking

Advanced Excel

Presentation skills

Education

Graduate / Post Graduate

Tools

Automation tools

Job description

• Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Effective deployment of RCA framework including communication, follow through & training
• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
• Ensure continued alignment of account to ISO standards through checks & audits
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications

• Graduate / Post Graduate
• At least 10-12 years overall work experience in the BPO industry
• At least 6 years in Quality, as a Manager
• Preferably with experience in handling a Healthcare account - customer service
• Yellow Belt/Green belt Lean Six Sigma certified
• Experience in automation of aspects of Quality function
• Knowledge & experience of Agile methodology & demonstrate a digital mindset
• Should have analytical bent of mind along with lateral thinking.
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
• Advanced Excel and Presentation Skills
• Willing to work onsite in our Quezon City site.