Overview

Senior Quality Assurance Manager Jobs in Quezon City, National Capital Region, Philippines at WNS

Title: Senior Quality Assurance Manager

Company: WNS

Location: Quezon City, National Capital Region, Philippines

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

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