Lead Associate - Transactional Quality - Pune - REF68056Z

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.

• Perform the daily sample audits of GL/ AP/ AR transaction volumes

• Resolve all performance quality related issues in a sustainable manner.

• Maturity in handling customers and work in a multi culture / process environment.

• Supports to develop QA plan along with sample size, QA checklist etc. as per business requirements

• Manage the agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality monitoring data.

• Identify, Analyze, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain.

• Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors/customer comebacks, drive QDNA metrics [Brainwaves, Kaizen]

• Should be commerce graduate
• YB or GB certification should be advantage1 to 2 years quality experience