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