Quality Assurance Manager

WNS; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

WNS is seeking a Senior Quality Leader to manage the Next-Gen Shared Services Quality Organization, driving service-delivery standards and governance across the BPO operations in Quezon City.

The role focuses on enhancing efficiency, deploying RCA frameworks, and ensuring ISO alignment with robust data-driven insights for client satisfaction. A background in healthcare account handling and Lean Six Sigma certification is required.

Qualifications

• 10-12 years of overall work experience in the BPO industry.
• 6+ years in Quality as a Manager.
• Experience in handling aHealthcare account - customer service.
• Yellow Belt/Green Belt Lean Six Sigma certified.
• Automation experience in Quality function.
• Knowledge & experience of Agile methodology & digital mindset.
• Analytical bent of mind with lateral thinking.
• Ability to work through unstructured problems and rapid change.
• Advanced Excel and presentation skills.
• Willing to work onsite in Quezon City.

Responsibilities

• Manage 'Next-Gen' Shared Services Quality Organization by raising service-delivery standards and enabling low-risk BAU.
• Drive and improve efficiency to achieve better operating margins with governance, timelines and risk management.
• Deliver sampling and stratification strategy based on Compliance checks, Financial processes, Errors, Customer priorities & Agent performance.
• Drive performance to meet all Quality metrics, including SLA baselining and predictive SLA monitoring.
• Deploy RCA framework with communication, follow through & training.
• Document quality standards as per client ISO alignment and TQ Playbook.
• Digitalize QA delivery and embed tools to strengthen audit mechanism and control framework.
• Provide meaningful business insights with in-depth statistical analysis, defects, exceptions and trends.
• Ensure continued alignment to ISO standards through checks & audits.
• Foster continuous learning, coaching and mentoring across teams.

Skills

Advanced Excel

Presentation skills

Analytical thinking

Lateral thinking

Agile knowledge

Digital mindset

Education

Graduate / Post Graduate

Tools

Lean Six Sigma

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.