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Quality Assurance Manager

1 week ago

Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time
Job Description:

We are seeking a highly skilled Quality Assurance Manager to lead our 'Next-Gen' Shared Services Quality Organization in delivering exceptional service delivery standards and enabling low-risk and zero-surprises business-as-usual operations.

  • Drive and conduct audit compliance, robust root cause analysis, remediation plans, and ensure adherence to contractually binding audit targets.
  • Develop and implement sampling and stratification strategies based on compliance checks, financial processes errors, customer priorities, and agent performance.
  • Maintain continued calibration to the quality framework and drive performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.

Foster a culture of continuous learning and collaboration across teams, with career development, coaching, and mentoring opportunities. Ensure timely and accurate reporting, updates, and business insights.