Job Description
We Are Hiring
Assistant Manager - Quality
UK Shift
Location: Orion City, Colombo
UK Shift: Monday to Friday or Saturday to Wednesday
Dinner & Transport Provided
Key Responsibilities
- Drive Quality Assurance and audit compliance, ensuring adherence to client SLAs, regulatory, data protection, confidentiality and information governance requirements.
- Manage sampling, calibration, Quality Standards, root-cause analysis and remediation to achieve contractual quality targets.
- Monitor Quality metrics and SLA performance, including baselining, predictive monitoring, reporting and continuous improvement.
- Drive Kaizen, Six Sigma and Lean initiatives, while supporting Operations with complaint resolution, migrations and QA requirements.
- Ensure process documentation and sign-offs comply with ISO standards and the WNS Quality Assurance Playbook.
- Build strong client/stakeholder relationships, provide timely management reporting and mentor team members to improve performance.
Key Requirements
- Strong understanding of inbound and outbound calling processes and UK medico-legal workflows.
- Awareness of basic medical terminology and clinical documentation.
- Strong knowledge of Quality Assurance, audits and compliance.
- Strong data analysis and reporting skills (KPIs, trends) and root-cause analysis.
- Knowledge of QC tools (Pareto, Cause & Effect Diagrams and Control Charts).
- Excellent written and verbal communication, stakeholder and escalation management skills, with proficiency in MS Office – Excel, PowerPoint and Word.
- High attention to detail and confidentiality, with the ability to work independently and in rotational shifts, if required.
Experience & Qualifications
- 5-8 years' experience in Quality, Compliance or Process Excellence.
- Prior exposure to medico-legal or legal services preferred.
- Experience in audits, client SLAs and quality improvement projects.
- Graduate / Postgraduate (Any Discipline).
- Six Sigma Yellow Belt (preferred).
How to Apply
APPLY NOW
Send your CV to: Tag.colombo@wns.com