Job Description

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Complete Daily Quality checks as per the process requirement.


Provides on time Feedback to the agents for the errors identified.


Conduct Customer comeback analysis for all the errors received from the clients.


To meet the monthly sampling numbers as per the defined target.


Complete the feedback targets as specified in the QSD.


Contribute brainwave ideas to improve the process


Complete the WB Role Roadmap within the stipulated time


Prepare all team and client related reports for Quality


Complete RCA for all the errors identified


Ensure the QA process adheres to ISO guidelines


Identify the improvement areas for staff and share it with the AM- Quality


Communication with clients on a periodic basis


Complete the Calibration exercise on a periodic basis as defined


Create Error analysis/RCA Report within the defined timeline


Attend all the development and quality trainings that are identified for a QA


Help operations in identifying the training needs for the ops associates


Drive projects and be part of the projects that are identified in the team

Qualifications

Graduate / Postgraduate