Job Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. We combine deep industry knowledge with technology and analytics to create innovative solutions for our clients. We are currently looking for a highly motivated and experienced Quality Manager - Operations and Excellence to join our growing team in Quezon City.
As a critical leader within our operations, you will be responsible for driving a culture of excellence and continuous improvement. You will leverage data and insights to enhance customer experience, streamline processes, and ensure our services consistently exceed client expectations. This role demands a strategic thinker with a hands-on approach to quality assurance.
At WNS, we offer a dynamic and collaborative work environment where your contributions are valued. If you are a detail-oriented professional passionate about quality and ready to make a significant impact, we want to hear from you.
Responsibilities
- Develop, implement, and maintain comprehensive Quality Assurance frameworks and policies to align with global standards and client SLAs.
- Lead, mentor, and manage a team of Quality Analysts, fostering a high-performance culture focused on accuracy and customer satisfaction.
- Analyze quality data and customer feedback to identify trends, perform root cause analysis, and drive corrective and preventive actions (CAPA).
- Collaborate with Operations, Training, and Client Management teams to design and execute improvement initiatives that enhance process efficiency and CX.
- Champion Lean, Six Sigma, and COPC methodologies to achieve operational excellence and cost optimization.
- Prepare and present regular Quality performance reports (Dashboards, Scorecards, etc.) to internal leadership and external clients.
- Conduct regular calibration sessions with internal teams and clients to ensure consistency and reliability in quality scoring.
- Stay updated with industry best practices in quality management and customer service to drive innovation within the organization.
Qualifications
- Bachelor's Degree in Business Administration, Industrial Engineering, or a related field.
- Minimum of 5 years of experience in Quality Assurance within a BPO or Call Centre environment.
- At least 3 years of experience in a managerial capacity, leading quality teams.
- Certification in Six Sigma (Green or Black Belt) or COPC is highly preferred.
- Strong analytical skills with proficiency in data analysis tools (e.g., MS Excel, Tableau, Power BI).
- Excellent communication, presentation, and stakeholder management skills.
- Experience with QA monitoring tools (e.g., Verint, NICE, Aspect) is a plus.
- Proven track record of implementing process improvements that resulted in measurable business impact.