Quality Team Lead
5 days ago
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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