WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.
Job DescriptionStrong verbal communication and listening skills as well as demonstrated written communication skills.Demonstrated analytical skills.Ability to influence internal and/or external constituents.Demonstrated ability to maintain confidential information.Maintains a high degree of professionalism.Demonstrates a high commitment to quality.Excellent collaboration and team building skills.Develops and delivers effective presentations.Evaluates quality of service, regulatory compliance and adherence to established procedures in relation tocontacts.Evaluates potential impact of errors made on the customer and subsequent handling of the individualcustomer#s journey.Contributes to benchmark audits and targeted reviews.Identifies trends and recommendspriority action items essential for the business to improve the experience for customers and subsequent handling.Partners with leadership to identify targeted audit needs for individual sites or teams.Works independently toexecute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, andcommunicate results to local leaders.Consults with business to identify top opportunities and recommends actionsto improve work product and business results.Regularly partners with business leadership in meetings andcalibration sessions to provide consultation and recommendations, including delivery of communication when needed.Provides technical assistance to the business with auditing tools, or other applicable technology, and providessuggestions on audits completed by supervisors and other reviewers.May serve as team audit lead on a rotational basis.Organizes and obtains pertinent data, communicates expectationsto peers, and arranges internal calibrations and re-audits.Analyzes audit data and assembles audit summaryreports for leadership distribution.Participates in audit closing conferences with leadership.Completes secondary reviews of peer audits to ensure internal consistency of work. Assists Compliance with targetedreviews.Trains new members and mentors potential successors. Performs other duties as assigned.QualificationsBachelor's DegreeEnglish B2