WNS - Quality Manager - Black Belt Certified - BPO

Role Brief :

The Black Belt shall function as a change agent in the relevant business area and shall be responsible for :

- Driving quality deployment in the vertical

- 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

Previous experience in Philippines market is a clear advantage.