job description
Join WNS as a Quality Manager in the vibrant heart of Bali, Indonesia! This is a unique opportunity to lead quality assurance initiatives in a dynamic customer service environment, ensuring exceptional service delivery and client satisfaction. You will play a pivotal role in maintaining high standards, fostering strong client relationships, and driving continuous improvement across all departments.
Based in one of Baliâs most sought-after locationsâwhether itâs the creative hub of Canggu, the cultural center of Ubud, or the bustling city of Denpasarâyouâll work in a collaborative, international setting while enjoying the islandâs unparalleled work-life balance.
If you are a detail-oriented leader with a passion for excellence and a track record in quality management, we want to hear from you. Elevate your career with WNS and contribute to delivering world-class customer experiences.
Responsibility
- Develop, implement, and monitor quality assurance policies and procedures to ensure compliance with company and client standards.
- Lead cross-functional teams to identify process gaps and drive corrective actions to meet quality targets.
- Conduct regular audits, evaluations, and performance reviews to maintain service excellence.
- Collaborate with internal and external stakeholders to build and sustain strong client relationships.
- Analyze quality metrics and KPIs, providing actionable insights to improve operational efficiency.
- Train and mentor staff on quality best practices, fostering a culture of continuous improvement.
- Resolve escalated customer service issues with a focus on root cause analysis and prevention.
- Stay updated on industry trends and implement innovative quality management strategies.
Qualifications
- Bachelorâs degree in Business Administration, Management, or a related field. Advanced degrees are a plus.
- Minimum of 5 years of experience in quality assurance, preferably in a call center or customer service environment.
- Proven leadership skills with experience managing teams and cross-departmental projects.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills to engage with clients and internal teams effectively.
- Proficiency in quality management tools, methodologies (e.g., Six Sigma, Lean), and CRM systems.
- Ability to work in a fast-paced, multicultural environment with a high degree of adaptability.
- Certifications in quality management (e.g., ISO, COPC) are highly advantageous.