Qualifications:

• Bachelor’s Degree /Post Graduate /MBA
• Amenable to work full onsite in Eastwood, Quezon City Site
• Must be able to pass the process training certification.
• Must have GDS skill on one and more GDS (Worldspan, Sabre, Galileo, Amadeus and Apollo).
• Expert in MS Office (Outlook, Excel, Word, Power Point)
• Must have at least 2 years’ experience in Quality working to corporate travel and leisure domain

Responsibilities:

• Provides day to day direction to Lead Associates.
• Ensures compliance to contractual deliverables and address team level issues.
• Attend client calls and send out quality findings to stakeholders.
• The assistant manager will be responsible in ensuring that lead quality leads are scheduled accordingly based on operational needs.
• Review and approve the sampling strategy that suits the business requirement.
• Decide on the Calibration Process and Variance Target.
• Create and review the Quality Standard Document and ensure adherence to same.
• Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
• Ensure that the Quality Process adheres to the Quality Standard.
• Conduct Skip Level meetings with the advisors and QA’s.
• Attend LA Training and BPET Training roadmap for self-development.
• Mentor Team Members to improve performance and behavior.
• Understand VOC/VOE and implement actions to improve the performance on them.
• Participate in WNS BPET initiatives.
• Regular interaction with clients and maintain good relationships.
• Deploy standard Quality Framework.
• Assist the Operations Team during migration in terms of base lining and QA identification.
• Adherence of Quality SLA’s and contractual agreements with internal & external stakeholders.
• Personally monitoring assigned accounts, meeting the client SLA’s for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.
• Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.
• Staff Motivation, Goal setting, Performance appraisal of team members, and counselling for performance and capability building in conformance with goals.
• Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning.
• Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables.
• Deployment and Strengthen the Quality Assurance Framework for the Business.
• Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process.
• Identify and raise early alerts in terms of breaching the SLA metrics , Risk , Regulatory & Compliance requirements.
• Complete the Six Sigma & Lean Role Roadmap within the stipulated time.
• Prepare all team and client related reports for Quality.

Please refer to job description.