Team Lead for Quality Transformation

6 days ago


Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time
Job Title

Assistant Manager - Transformational Quality

About Gratitude Philippines

We are a dynamic organization dedicated to delivering exceptional service and quality experiences. Our team is passionate about driving excellence and making a positive impact.

Job Description
  • Main Responsibilities:
  1. Develop and implement strategies to drive 'Next Gen' Shared Services Quality Organization, focusing on consistently raising service-delivery standards and enabling low-risk and zero-surprises BAU.
  2. Lead audit compliance, robust root cause analysis, and remediation plans to ensure adherence to contractually binding audit targets.
  3. Design and execute sampling and stratification strategy based on Compliance checks, Financial processes (volume and Value mix) Errors, Customer priorities, and Agent performance.
  4. Maintain ongoing calibration to the quality framework.
  5. Drive performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.
  6. Foster Kaizen initiatives within the team.
  7. Oversee customer complaint resolution process.
  8. Ensure Process documentation and sign off as per ISO standards and WNS Quality Assurance.
  9. Provide timely and accurate reporting, updates, and business insights.
  10. Cultivate a culture of continuous learning and collaboration across teams.


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