Assistant Manager

4 days ago

Iloilo City, Western Visayas, Philippines WNS Global Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description


• Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets


• Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance


• Ensure continued calibration to the quality framework


• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting


• Facilitate Kaizen initiatives within the team


• Accountable for customer complaint resolution process


• Ensure Process documentation & sign off as per ISO standards & Company's Quality Assurance Playbook


• Responsible for timely & accurate reporting, updates and business insights


• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications


• Overall work experience of minimum 4-5 yrs.; minimum 2-3 yrs. experience in Quality Supervisory


• Excellent Communication skills - written & verbal


• Working knowledge of Excel & PowerPoint


• Should have analytical bent of mind


• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset


• Preferably with Insurance Background (Auto, Mortgage & Property)

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