Overview
Quality Team Lead Jobs in Quezon City, National Capital Region, Philippines at WNS
Title: Quality Team Lead
Company: WNS
Location: Quezon City, National Capital Region, Philippines
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
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
Qualifications:
Graduate / Postgraduate
Must have at least minimum work experience of 4-5 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
