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.

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 agreement
• Provide Feedback to the agents for the error identified on a daily basis
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
• Complete the Feedback targets as specified in the QSD
• Contribute Brainwave Ideas to improve the process
• Prepare all team and client related reports for Call Audits conducted by Quality
• Complete RCA for all the errors identified- Internal and External Errors
• Ensure the QA process adheres to ISO guidelines and GDPR Guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis through the Dashboards/Reports/Connects
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report on a weekly basis
• 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
• Conduct Training and Refreshers for Soft Skills and arrange any Process related findings on a regular basis
• Manager Bottom Quartile for the Call Audits

Skill Requirement

• Analytical skills and time management
• Excellent Communication skills – verbal and written
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• Eye for Detail

Commerce Graduate