Quality Assurance Supervisor

Qualifications:

• 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

Job Description:

• Deliver Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
• 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 & WNS 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