Quality Team Lead

5 days ago


Quezon City, National Capital Region, Philippines WNS Careers - Philippines Full time

Sr. Executive HR @WNS | Hiring for WFM Manager| WFM MIS/Reports | Apply now

Qualifications:

  • Bachelor's Degree /Post Graduate /MBA
  • Amenable to work full onsite in Eastwood, Quezon City Site
  • Must be able to pass the process training certification.
  • Must have GDS skill on one and more GDS (Worldspan, Sabre, Galileo, Amadeus and Apollo).
  • Expert in MS Office (Outlook, Excel, Word, Power Point)
  • Must have at least 2 years' experience in Quality working to corporate travel and leisure domain

Responsibilities:

  • Provides day to day direction to Lead Associates.
  • Ensures compliance to contractual deliverables and address team level issues.
  • Attend client calls and send out quality findings to stakeholders.
  • The assistant manager will be responsible in ensuring that lead quality leads are scheduled accordingly based on operational needs.
  • Review and approve the sampling strategy that suits the business requirement.
  • Decide on the Calibration Process and Variance Target.
  • Create and review the Quality Standard Document and ensure adherence to same.
  • Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
  • Ensure that the Quality Process adheres to the Quality Standard.
  • Conduct Skip Level meetings with the advisors and QA's.
  • Attend LA Training and BPET Training roadmap for self-development.
  • Mentor Team Members to improve performance and behavior.
  • Understand VOC/VOE and implement actions to improve the performance on them.
  • Participate in WNS BPET initiatives.
  • Regular interaction with clients and maintain good relationships.
  • Deploy standard Quality Framework.
  • Assist the Operations Team during migration in terms of base lining and QA identification.
  • Adherence of Quality SLA's and contractual agreements with internal & external stakeholders.
  • Personally monitoring assigned accounts, meeting the client SLA's for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.
  • Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.
  • Staff Motivation, Goal setting, Performance appraisal of team members, and counselling for performance and capability building in conformance with goals.
  • Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning.
  • Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables.
  • Deployment and Strengthen the Quality Assurance Framework for the Business.
  • Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process.
  • Identify and raise early alerts in terms of breaching the SLA metrics, Risk, Regulatory & Compliance requirements.
  • Complete the Six Sigma & Lean Role Roadmap within the stipulated time.
  • Prepare all team and client related reports for Quality.

Seniority Level: Mid-Senior level

Employment Type: Full-time

Job Function: Quality Assurance

Industries: Outsourcing and Offshoring Consulting

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