REF78733Z-Lead Associate - Transactional Quality - Vizag - Customer Service- US shift

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:-

• Complete Daily Quality audits as per the process requirement - Quality Analyst is responsible for Chat / Email / Backoffice evaluations, monitoring, assessing and improving the Quality of service
• Provide Feedback to the agents for the error identified
• 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 (Quality Standard Document)
• Prepare all team and client related reports for QualityØ 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/DM/GM Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as definedØ Create Error analysis/RCA Report
• Attend all the development and quality trainings that are Prescribed for a QA
• Help operations in identifying the TNI(Training Need Information) for the low performing staff Competencies:
• Knowledge of Quality assurance and practices
• Attention to detail and accuracy
• Understanding of Quality standards
• Basic Banking Background - Understanding of Fraud & Dispute
• Strong analytical and problem-solving skills.
• Strong communication skills –
• Verbal and Written (in English).

Any Bachelor's Degree