Visionary Quality Lead
2 days ago
We are seeking a highly motivated and experienced Quality Team Lead to join our team at WNS Global Services, Inc. This role will play a crucial part in driving 'Next-Gen' Shared Services Quality Organization by consistently raising the bar on service-delivery standards and enabling low-risk & zero-surprises Business as Usual (BAU).
About the RoleAs a Quality Team Lead, you will be responsible for delivering sampling and stratification strategy based on compliance checks, financial processes (volume & value mix) errors, customer priorities & agent performance. You will also ensure continued calibration to the quality framework and drive performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
Key Responsibilities- Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
- Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enabling low-risk & zero-surprises BAU
- Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring
- Ensure process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook
- Accountable for customer complaint resolution process
- Facilitate Kaizen initiatives within the team
- Responsible for timely & accurate reporting, updates and business insights
- College Graduate / Post-Graduate
- Must have at least minimum work experience of 4 years
- Must have at least 2 years People Management experience in Quality
- Amenable to work onsite in Bridgetowne Quezon City site
- Lean Six Sigma Yellow/Green belt certified OR good understanding of Lean Six Sigma concepts, RCA / QC tools & mechanisms
- Excellent English Communication skills - written & verbal
- Working knowledge of Excel & PowerPoint
- Should have analytical skills
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
We offer a dynamic and supportive work environment that encourages collaboration, innovation and growth. As a member of our team, you will have opportunities to develop your skills, expand your expertise and contribute to meaningful projects that make a real impact.
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