Deputy Manager/Group Manager - Transactional Quality
WNS Global Services
Muntinlupa, NCR, PH
6d ago

Job Description

The Incumbent will be responsible to :

  • Provides day-to-day direction to Lead Associates.
  • Coordinates with all departments to ensure that the Quality Targets are met.
  • Designs the Quality Management System that standardizes and documents all processes.
  • Ensures compliance to contractual deliverables and address team-level issues.
  • Implement initiatives and projects as needed in order to drive performance.
  • Ensures that SLAs in Quality are met.
  • Supervise Assistant Managers Quality.
  • Designs and drives KPIs and KRAs of the team.
  • Coordinates with all departments in implementing Quality Programs.
  • Conduct RCA for challenged metrics.
  • Produce Reports as needed.
  • Keep trackers, ISO documents and other account files updated.
  • Conducts projects to improve performance.
  • Develops plans to minimize cost and increase productivity.
  • Plans for manpower requirements and implemented right sizing of the department when needed.
  • Creates process documentation and standardizes processes of quality.
  • Conduct trainings for quality as needed.
  • Develop the quality team in accordance to the quality roadmap.
  • Perform other duties that may be assigned from time to time.
  • Qualifications

    Candidate must possess at least a Bachelor's / College Degree in any field or equivalent experience.

    Must have at least 5 years of work experience in Quality.

    Must have at least 3 years’ experience as a QA Manager / Team Lead.

    Must have excellent English communication and writing skills.

    Must be proficient in MS Office.

    Must be amenable to work in any shift.

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