You will be taken to WNS Global Services’s own careers page to apply. Job ID 744000155017688.
Job description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.
Responsibilities:
Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders
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Team handling experience
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
Review and approve the sampling strategy that suits the business requirement
Conduct Customer comeback analysis & Trend Analysis for all the errors received from the clients
To meet the monthly Sampling numbers as per the target
Identify and implement the Process improvement opportunities
Decide on the Calibration Process and variance target
Review and approve the Quality Standard Document
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
Regular Performance Review of QA/AM/DM
Conduct skip level meetings with the advisors and QA’s
Attend LA Training and BPET Training roadmap for self-development
Complete the GB certification and role roadmap
Drive high impacting six sigma and Lean Projects
Mentor team members to improve performance and behaviour
Understand VOC/VOE and implement actions to improve the performance on them
Participate in WNS BPET initiatives
Achieve QNS target through Quality Initiatives
Regular interaction with clients and maintain good relationship
Mentor YB & WB projects in the team
Deploy standard Quality Framework
Initiate and mentor vertical level initiative
Assist the Operations team during migration in terms of base lining and QA identification
Skills required : Experience in Identity Verification Process Analytical skills and time management Excellent Communication skills – verbal and written Coaching and Feedback Conflict Management Interpersonal skills and people skills Eye for Detail Experience : Minimum 2 to 3 years of experience in Quality Lead role Educational Qualification : Graduate in any discipline Good command over MS Office Good Excel Knowledge Good communication skills
Graduate in any discipline Good command over MS Office Good Excel Knowledge Good communication skills
