Quality Supervisor (Healthcare) - Quezon City

WNS Global Services, Inc.; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

WNS Global Services, Inc. in Quezon City is seeking a Quality Leader to elevate our shared services quality program. You will drive audits, root-cause analyses, remediation plans and ensure adherence to contract targets while reducing risk.

You will lead performance improvement efforts, calibrate to the quality framework, and report insights, fostering learning across teams. Strong English communication and proficient Excel/PowerPoint skills are required.

Qualifications

• College graduate or post-graduate.
• Minimum 4 years of work experience.
• At least 2 years people management experience in Quality.
• Onsite work at Bridgetowne Quezon City site.
• Lean Six Sigma Yellow/Green belt certified OR good understanding of Lean Six Sigma concepts, RCA / QC tools.
• Excellent English communication skills - written & verbal.
• Working knowledge of Excel & PowerPoint.
• Must have analytical skills.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset.

Responsibilities

• Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & Conduct Audit Compliance, Robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
• Deliver sampling and stratification strategy based onCompliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance
• Ensure continued calibration to the quality framework
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Facilitate Kaizen initiatives within the team
• Accountable for customer complaint resolution process
• Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook
• Responsible for timely & accurate reporting, updates and business insights
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Skills

People management

Analytical skills

Excellent English communication

RCA / QC tools

Growth mindset

Education

College Graduate / Post-Graduate

Tools

Excel

PowerPoint

Lean Six Sigma concepts

Job description

Qualifications:

• College Graduate / Post-Graduate

• Must have at least minimum work experience of4 years

• Must have at least 2 years People Management experience in Quality

• Amenable to work onsite in Bridgetowne Quezon City site

• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

• Excellent English Communication skills - written & verbal

• Working knowledge of Excel & PowerPoint

• Should have analytical skills

• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset

Job Description:

• Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

• Drive & Conduct Audit Compliance, Robust root cause, remediation plans, ensuring adherence to contractually binding audit targets

• Deliver sampling and stratification strategy based onCompliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance

• Ensure continued calibration to the quality framework

• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting

• Facilitate Kaizen initiatives within the team

• Accountable for customer complaint resolution process

• Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook

• Responsible for timely & accurate reporting, updates and business insights

• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring