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.

Roles & Responsibilities :

• Perform daily quality audits for Sales domain as per defined process and QSD requirements.
• Deliver timely, accurate, and actionable feedback to agents based on audit results.
• Analyze customer contacts and client-raised errors to identify trends and risks.
• Meet monthly sampling and feedback targets as per the agreed guidelines.
• Prepare Weekly Business Review (WBR) inputs and other quality reports within SLAs.
• Conduct Root Cause Analysis (RCA) for all quality defects and repeat errors.
• Support and participate in internal and client calibration sessions.
• Share improvement opportunities and quality insights with QA Leads and Operations.
• Communicate quality performance updates with clients on a periodic basis.
• Support Operations in identifying training and coaching needs.
• Participate in quality initiatives, pilots, and improvement projects.
• Attend all required QA, process, and development training.

Skills Required :

• Strong analytical and problem-solving skills.
• Effective time management and attention to details
• Clear verbal and written communication skills.
• Coaching and feedback delivery capability.
• Stakeholder and conflict management skills.
• Strong interpersonal and collaboration skills.

Eligibility / Experience Requirements (if any):

• Minimum of 2 years Quality experience, preferably in a BPO or Contact Center environment
• BPO / Contact Center experience is required, with exposure to customer support operations
• No active or recent disciplinary actions within the past six (6) months
• Consistently above-average to top performance metrics, demonstrating strong quality, compliance, and call-handling standards
• Experience in a support-related role is a plus
• Proficient in MS Office (Excel, PowerPoint, Word) and reporting tools.

Qualifications:

• Graduate in any discipline.

Key Deliverables / Success Metrics:

• High audit accuracy and scoring consistency.
• Timely completion of audits, reports, WBRs, and RCAs.
• Reduction in repeat defects and quality gaps.
• Positive collaboration with Operations, Training, and Clients.
• Demonstrated readiness for future QA Lead progression.

Quality Assurance