Senior Service Quality Manager

hace 4 días


San José, San José, Costa Rica Wns Global Services A tiempo completo

At WNS Global Services, we are seeking a Senior Service Quality Manager to lead our quality initiatives and drive excellence in service delivery. This is a rewarding opportunity for a seasoned professional to join our team and make a significant impact.

Job Overview

We are looking for an experienced professional with a proven track record of delivering high-quality services and driving continuous improvement. As a Senior Service Quality Manager, you will be responsible for leading our quality initiatives, developing and implementing quality frameworks, and ensuring adherence to contractual obligations.

About the Role

This role requires a strong understanding of quality principles, processes, and tools. You will work closely with cross-functional teams to identify areas for improvement, develop and implement corrective actions, and monitor progress against quality metrics. Your expertise in lean six sigma concepts, RCA/QC tools, and mechanisms will enable you to analyze complex issues, identify root causes, and implement effective solutions.

Responsibilities
  • Develop and implement quality frameworks and standards that align with ISO requirements and WNS Quality Assurance Playbook
  • Lead audits, reviews, and assessments to ensure compliance with contractual obligations
  • Collaborate with cross-functional teams to identify areas for improvement and develop corrective action plans
  • Analyze data and metrics to track progress against quality targets and provide insights for business decision-making
  • Provide coaching and guidance to team members on quality principles, processes, and tools
Requirements

To succeed in this role, you will need:

  • A bachelor's degree or higher in a relevant field
  • Minimum 4-5 years of experience in quality management, with at least 2-3 years in a leadership role
  • Proven track record of delivering high-quality services and driving continuous improvement
  • Lean six sigma certifications (yellow or green belt) or equivalent knowledge and experience
  • Excellent English communication skills, both written and verbal
What We Offer

As a Senior Service Quality Manager at WNS Global Services, you can expect:

  • A competitive salary: $85,000 - $105,000 per year, depending on location and experience
  • A dynamic and supportive work environment that encourages collaboration and innovation
  • Ongoing training and development opportunities to enhance your skills and knowledge
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off

$85,000-$105,000/yr



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