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
CRF- REF43818L Lead Associate Transactional Quality Pune (F&A)
Vertical: - Telecom
Role: - Individual Contributor
Shift: - UK Shift
Mode of work: - 5 days WFO
Experience range: - 3+ years with min. 1 year exp into Procure to Pay (P2P)/Order to Cash (O2C) & should have fair knowledge about Transactional Quality
Job Description
Roles and responsibilities-
- 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
Skills required:
- Analytical skills and time management
- Excellent Communication skills verbal and written
- Coaching and Feedback
- Conflict Management
- Interpersonal skills and people skills
- Eye for Detail
Qualifications
- Graduate
- Good command over MS Office
- Good Excel Knowledge
