Sr. Quality Manager – US Healthcare (Quezon City)

WNS Global Services, Inc.; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

WNS Global Services, Inc. seeks an experienced Quality Manager/Senior Manager to elevate the shared services QA function in a healthcare-focused environment. You will lead audits, drive continuous improvement through Kaizen, and ensure adherence to ISO standards and the WNS QA Playbook.

Strong data skills and cross-functional collaboration are essential. The role requires 10–12 years in quality with 2–3 years in a managerial capacity, and on-site work at Bridgetowne, Quezon City.

Qualifications

• Minimum 10-12 yrs; 2-3 yrs in QA as Manager/Senior Manager
• Lean Six Sigma Yellow/Green belt certified OR strong understanding of Lean Six Sigma concepts
• Experience in Healthcare accounts is a plus
• Excellent Excel, Word, PowerPoint skills and data interpretation
• Strong communication and presentation skills

Responsibilities

• Deliver a Next-Gen Shared Services Quality Organization with high delivery standards
• Drive audits, root-cause analysis, and remediation plans to meet targets
• Lead calibration to the quality framework and KPI monitoring
• Foster Kaizen initiatives and coach teams for continuous improvement
• Ensure timely reporting and right-sized management insights
• Oversee customer complaint resolution to closure and sign-off documentation
• Mentor projects and build Lean Six Sigma capabilities across teams

Skills

Quality management

Audit management

Lean Six Sigma

Analytical thinking

Communication skills

Education

College Graduate / Post Graduate

Tools

Minitab

Excel

PowerPoint

QC tools

Job description

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 on Compliance 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 – should be until closure

• 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

• Lead and Mentor Projects, Build LSS Awareness and Capability in the team or supported team.

Qualifications:

• Preferably College Graduate / Post Graduate

• Overall work experience of minimum 10-12 yrs.; minimum 2-3 yrs. experience in Quality as a Manager or Senior Manager

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

• Prior experience in Healthcare accounts is a plus

• Should have analytical bent of mind

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

• Excellent knowledge of Excel, Word, Power point & Minitab

• Excellent oral and written communication, skills and presentation skills, including the ability to handle interaction with facility personnel, providers, members and various internal departments in a professional manner

• Open to working onsite in Bridgetowne, Quezon City