WNS Global Services
Outsourcing/Offshoring
LeadAssociate-TransactionalQuality
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optimal for entry candidates.
“Lead Associate - Transactional Quality at WNS Global Services. Skills: Transactional Quality, Quality Assurance, Process Management. Complete Daily Quality checks. Provide on time Feedback to agents”
What You'll Achieve.
Meet monthly sampling numbers; Complete feedback targets
Industry & Context.
Root cause analysis; Customer comeback analysis
What They're Looking For.
Must Have
3 years of relevant experience, handling Quality Checks for GDS Travel Accounts, experience using any GDS Tool
Nice to Have
experienced handling Corporate Travel Accounts
What You'll Do.
Complete Daily Quality checks
Provide on time Feedback to agents
Conduct Customer comeback analysis
Meet monthly sampling numbers
Complete feedback targets
Contribute brainwave ideas to improve process
Complete WB Role Roadmap
Prepare team and client reports
Complete RCA for errors
Ensure QA process adheres to ISO guidelines
Identify improvement areas for staff
Share improvement areas with AM Quality
Communication with clients
Complete Calibration exercise
Create Error analysis/RCA Report
Attend development and quality trainings
Help operations identify training needs
How You'll Work.
Team & Collaboration
Client communication; Cross-functional teams
Full 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. Complete Daily Quality checks as per the process requirementProvides on time Feedback to the agents for the errors identifiedConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly sampling numbers as per the defined targetComplete the feedback targets as specified in the QSDContribute brainwave ideas to improve the processComplete the WB Role Roadmap within the stipulated timePrepare all team and client related reports for QualityComplete RCA for all the errors identifiedEnsure the QA process adheres to ISO guidelinesIdentify the improvement areas for staff and share it with the AM QualityCommunication with clients on a periodic basisComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report within the defined timelineAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the team ## Qualifications - Completed at least 2 years in college - Must have at least 3 years of relevant exper
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