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.

Position FunctionAssociate/Lead Associate QualityReports to AM/DM/GM Quality

Roles & Responsibilities : Complete Daily Quality checks as per the process requirement

 Provides on time Feedback to the agents for the errors identified

 Conduct Customer comeback analysis for all the errors received from the clients

 To meet the monthly sampling numbers as per the defined target

 Complete the feedback targets as specified in the QSD

 Contribute brainwave ideas to improve the process

 Complete the WB Role Roadmap within the stipulated time

 Prepare all team and client related reports for Quality

 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- Quality

 Communication with clients on a periodic basis

 Complete the Calibration exercise on a periodic basis as defined

 Create Error analysis/RCA Report within the defined timeline

 Attend all the development and quality trainings that are identified for a QA

 Help operations in identifying the training needs for the ops associates

 Drive projects and be part of the projects that are identified in the teamSkills required :

 Analytical skills and time management

 Excellent Communication skills – verbal and written

 Coaching and Feedback

 Conflict Management

 Interpersonal skills and people skills

 Eye for DetailExperience (if any) :

 Minimum 2 years of experience in auditor role Educational Qualification :

 Graduate

 Good command over MS Office

 Good Excel Knowledge Good communication skills

 Graduate Good command over MS Office Good Excel Knowledge Good communication skills