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- REF51932T – Lead Associate – Transactional Quality – Pune- Phursungi (F&A)

Vertical: - Travel

Role: - IC

Shift: - UK Shift (1:30pm-10:30pm)

Mode of work: - 5 days WFO (Sat & Sun fixed week offs)

Experience range: - 2+ years total work ex with min. 1 year exp into Accounts Payable (AP) + having great communication skills OR having experience in conducting VOICE AUDITS in a BPO company

Interview Rounds:- 2 Technical rounds

 

Job Description

Complete Daily Call Audit checks as per the process requirement and agreementProvide Feedback to the agents for the error identified on a daily basisConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly Sampling numbers as per the targetComplete the Feedback targets as specified in the QSDContribute Brainwave Ideas to improve the processPrepare all team and client related reports for Call Audits conducted by QualityComplete RCA for all the errors identified- Internal and External ErrorsEnsure the QA process adheres to ISO guidelines and GDPR GuidelinesIdentify the improvement areas for staff and share it with the AM- QualityCommunication with clients on a periodic basis through the Dashboards/Reports/ConnectsComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report on a weekly basisAttend 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 teamConduct Training and Refreshers for Soft Skills and arrange any Process related findings on a regular basisManager Bottom Quartile for the Call Audits

Skill Requirement

Analytical skills and time managementExcellent Communication skills – verbal and writtenCoaching and FeedbackConflict ManagementInterpersonal skills and people skillsEye for Detail

Qualifications

Commerce Graduate