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Quality Senior Manager (Black Belt Trained) - Quezon City

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

19-Nov-2020

Location:

QUEZON CITY

Close date:

31-Jan-2021

Client Industry:

BPO

Job Description and Qualification:

  • Driving quality deployment in the Delivery Center
  • Driving customer Impact Projects
  • Driving Six Sigma and Lean Deployment
  • Driving QNS for the aligned area
  • Driving SLA adherence / Customer CTQ
  • Ensuring all parameters are met and corrective and preventive actions are taken
  • Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
  • Driving inputs from VOC/ CSAT / NPS for improvements
  • Contribute and present in client/customer reviews/meetings
  • Adhere to compliance to Quality standards (ISO)
  • Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQCs)
  • Follow appraisal and feedback mechanism
  • Driving Continuous Improvement projects
  • Initiate and best practice sharing across the team
  • Driving people development by aligning to the Quality DNA program
  • Driving culture of data based decision making
  • Adherence and completion of WNS Quality Role Roadmap requirements.
  • Will also manage a team of Quality Analysts and will be responsible for coaching, mentoring and guiding the team to achieve quality goals and targets.

Salary:

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