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.
Job Description
- Manage transactional quality for various business processes
- Manage the performance of the quality assurance associates, assistant and deputy managers
- Develop and implement effective quality assurance frameworks
- Coordinate with the transition team to develop metric guide and accreditation process for the newly transitioned processes
- Perform capacity planning activity and identify cross-skilling opportunities for the quality assurance associates
- Define sampling strategy and ensure quality standard documents are developed for each process
- Develop and implement error communication strategy and develop dispute resolution process which is inclusive of the escalation matrix
- Ensure root cause analysis is performed effectively and corrective and preventive action plans are developed
- Ensure coaching and feedback is provided to the agents in a timely manner
- Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis
- Ensure internal/external calibration sessions are conducted as per the defined frequency
- Develop control framework to ensure all standard quality assurance activities are effectively performed during a month
- Prepare teams for various internal and external audits such ISO and Risk audits and implement action plans for the observations identified through these audits
- Identify gaps in the processes and recommend improvement opportunities
- Ensure various trending reports are published and analysis is performed on process specific issues
Qualifications
Graduate 7-8 Years of London Market Experience 4-5 Years of Transactional Quality Experience
