Quality - Lead Associate

WNS Careers - Philippines; Western Visayas; Sur place; PHP 420 000 - 540 000; Plein temps

Résumé du poste

WNS Careers - Philippines is seeking an experienced Quality Assurance professional to perform daily quality checks, provide timely feedback, and analyze errors from clients. The role requires strong analytical skills, coaching ability, and effective communication to drive improvements and ensure ISO guidelines are followed.

Ideal candidates have 4–5 years in quality with proficiency in MS Office and Excel, and are willing to work 100% onsite at Megaworld or Pavia sites in shifting schedules.

Qualifications

• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality
• Analytical skills and time management
• Excellent Communication skills – verbal and written
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• Eye for Detail
• Experience in Quality Auditing Role
• Good command over MS Office
• Good Excel Knowledge
• Amenable to work in a shifting schedule. Open to work 100% onsite. Willing to be assign in Megaworld or Pavia site.

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
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete the WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report within the defined timeline
• Attend all the development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team

Connaissances

Analytical skills

Time management

Excellent communication

Coaching and feedback

Conflict management

Interpersonal skills

Eye for detail

MS Office

Outils

Excel

MS Office

Description du poste

Job Description

• 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
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete the WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report within the defined timeline
• Attend all the development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team

Qualifications

• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality
• Analytical skills and time management
• Excellent Communication skills – verbal and written
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• Eye for Detail
• Experience in Quality Auditing Role
• Good command over MS Office
• Good Excel Knowledge
• Amenable to work in a shifting schedule. Open to work 100% onsite. Willing to be assign in Megaworld or Pavia site.