Job Description: Manage high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting Effective deployment of RCA framework including communication, follow through & training Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook Digitalization & mistake proofing in Quality Assurance Delivery - embed Digital tools to strengthen audit mechanism & control framework Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience Ensure continued alignment of account to ISO standards through checks & audits Foster a spirit of continuous learning & collaboration across teams - career development, coaching & mentoring Qualifications: Voice experience Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality as Quality Assurance Manager or Sr. QA Manager; Lean Six sigma Black belt certified Experience in automation of aspects of Quality function Working knowledge of Excel, Minitab & Power BI Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset Should have analytical bent of mind along with lateral thinking. Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change Amenable to work onsite in Mandurriao, Iloilo City .