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Assistant Quality Assurance Manager

Salary undisclosed

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JOB TITLE: Assistant Manager Quality

CAMPAIGN: Healthcare

SALARY OFFER: 45K-60K range

WORK SET-UP: Onsite

LOCATION: Philippines - Bridgetown, Quezon City

QUALIFICATIONS:

•Work experience - 4yrs to 5 yrs

•Experience in Quality as a Lead or Supervisor - 2 yrs to 2.5 yrs

•Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

•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

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