Quality Team Lead: Metrics, Mentoring & Process Improvement

WNS Global Services, Inc.; Iloilo City; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Global Services, Inc. in Iloilo City is seeking a Quality Assurance Supervisor to lead and grow a QA team. You will oversee performance, drive quality standards, and collaborate with cross-functional partners to ensure superior service delivery.

The role emphasizes coaching, process improvement, and adherence to client requirements, with a focus on data-driven insights and continuous improvement in a high-volume contact center environment.

Qualifications

• 2–5 years of QA experience in a BPO or similar environment.
• Prior supervisory or team leadership experience.
• Strong analytical and problem-solving skills.
• Advanced knowledge of quality methodologies and performance management.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Experience with quality monitoring tools and reporting systems.

Responsibilities

• Supervise, mentor, and develop Quality Analysts.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Monitor team productivity and quality targets.
• Assist in hiring, onboarding, and training new quality team members.
• Create development plans to improve team performance.

Skills

Team leadership

Analytical thinking

Problem solving

Quality management

MS Office proficiency

Tools

Quality monitoring tools

Reporting systems

MS Office

Job description

WNS Global Services, Inc. in Iloilo City is seeking a Quality Assurance Supervisor to lead and grow a QA team. You will oversee performance, drive quality standards, and collaborate with cross-functional partners to ensure superior service delivery.

The role emphasizes coaching, process improvement, and adherence to client requirements, with a focus on data-driven insights and continuous improvement in a high-volume contact center environment.