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.

• Deliver 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
• Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance.
• Ensure continued calibration to the quality framework.
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
• Facilitate Kaizen initiatives within the team.
• Accountable for customer complaint resolution process.
• Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook.
• Responsible for timely & accurate reporting, updates and business insights.
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring.

• Graduate / Post Graduate.
• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality.
• Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms.
• Excellent English Communication skills - written & verbal.
• Working knowledge of Excel & PowerPoint.
• Should have analytical bent of mind.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset.