Lead Associate - Transactional Quality at WNS Global Services

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

26 Aug, 26

Salary

0.0

Posted On

28 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Auditing, Process Documentation, Coaching, Reporting, Root Cause Analysis, Compliance Auditing, Performance Management, SLA Monitoring, Training Needs Identification, ISO Standards, Corrective and Preventive Actions, Dashboard Management

Industry

Business Consulting and Services

Description

Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Job Description Conducting sample audit for callsProcess quality check as per sampling strategyConduct process documentation as per ISO standards. Providing feedback to the agents as per plan & coaching to associates in terms of areas of improvementReporting Daily/Weekly/Monthly quality checks to Management .Timely & Accurate publishing of dashboards/reports. Analysis to be done on bi-monthly basis for top errors along with action plan for sameRecommend & implement Corrective & Preventive actions for Customer Comebacks /Internal errors / Missing SLA targetsConduct compliance audits as per process requirementsConducting short call audits as per process requirementsBottom performer plan - This is a Quarterly exercise. These agents are identified based on any process related matrix which did not do well in the previous quarter. An action plan is implemented and the score movement is tracked weekly. For an agent to move out of the plan, he/she has to show a consistent improvement over the 4 weeksRefreshers - this is in addition to the regular monthly refreshers conducted. This refresher module is completely based on the previous month's observations, top error etc. All the agents are taken through this presentationContinuous Improvement. Proactive Approach in identifying & highlighting the process gaps & training requirements. Provide consultancy for process queries. Proactively managing performance and enhancing team performance based on SLA’s. Facilitate and coordinate all team requirements. Customer updates. Monitor performance and guide the team. Weekly product / process sessionsCreation and managing of product related documentCredit Escalations RCA and deep dive Support to NHT batches and conducting certification callsSharing TNI observations with the training team Qualifications Bachelors

Responsibilities

The role involves conducting sample audits for calls and process quality checks to ensure adherence to ISO standards and SLAs. Responsibilities include providing agent coaching, reporting quality metrics to management, and implementing corrective actions for process gaps.