Lead Associate - Transactional Quality - Pune Phursungi - REF70843Y_2025155235

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.

Special Skills Good Understanding of Quality Management System and Good Communication, analytical & listening skills, Should be able to do Client and Stakeholder Management , Excellent People Management Skills along with Feedback giving Skills and Ability to drive Quality Initiatives, Projects and Improvements Job Description

'• Call monitoring and Evaluation (Live or recorded calls)

• Agent Feedback and Coaching Support• Conduct process documentation as per ISO standards

• Conduct & review sampling strategy in the team• Conduct root cause analysis for process improvements

• Conduct MSA as per schedule.

• Drive & conduct process compliance• Drive & conduct audits (pre-post duties)

• Conduct base lining & analyze CTQs• Conduct measurement system analysis.

• Drive brainwave initiative in the team• Conduct quality related trainings

• Team-up with BBs / QAM’s to be a co-facilitator of projects/initiatives

• Drive open forums/best practice sharing sessions

• YB six sigma improvement project to be certified

• Successfully complete ISO training. Working on the product & helping the team to achieve deadlines. Provide timely reports, updates and system entries as required by the internal and external management. Understand and abide by the importance of discipline, punctuality & protocol '

Commerce Graduate and above