Sr. Quality Manager (US Healthcare)

WNS; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

WNS in Quezon City is seeking an experienced Transactional Quality Manager to lead our Next-Gen Shared Services Quality Organization and raise service-delivery standards. You will focus on governance, risk management, and efficient process improvements to drive better margins.

The role demands deep QA expertise, Lean Six Sigma, Agile familiarity, and hands-on data analysis to deliver measurable improvements for a US healthcare client onsite in Quezon City.

Qualifications

• Bachelor's degree required.
• 10-12 years in BPO industry.
• 5+ years as Transactional Quality Manager/Sr. Manager.
• 3-5 years handling a US Healthcare account.
• Yellow/Green Belt Lean Six Sigma certified.
• Knowledge of Agile and digital mindset.
• 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.
• Drive efficiency and improve operating margins with governance and risk management.
• Deliver sampling and stratification strategy based on checks, processes, errors, and priorities.
• Drive performance to meet all Quality metrics including SLA baselining and predictive monitoring.
• Deploy RCA framework with communication, follow-through and training.
• Document quality standards aligned to the client and ISO checks.
• Digitalize QA delivery, embed tools to strengthen audits and controls.
• Provide insights through statistical analysis, defects, trends to improve client experience.
• Ensure account alignment to ISO standards and foster continuous learning.

Skills

Advanced Excel

Presentation

Agile

Digital mindset

Statistical analysis

Lean Six Sigma

Education

Bachelor's degree

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

• Preferably bachelor's degree graduate
• At least 10-12 years overall work experience in the BPO industry
• At least 5 years' experience as a Transactional Quality Manager/Sr. Manager capacity
• Must have at least 3-5 years of experience handling a US Healthcare account - customer service
• Yellow Belt/Green belt Lean Six Sigma certified
• Functional expertise of Transactional quality + process excellence
• Knowledge & experience of Agile methodology & demonstrate a digital mindset
• Advanced Excel and Presentation Skills
• Willing to work onsite in our Quezon City site.