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.

Key Responsibilities:

• Quality Assurance Management

To Develop and implement a comprehensive quality assurance program for FNA management service so Establish communicate and monitor quality standards performance metrics and key performance indicators KPI so Conduct regular quality audits and evaluations of processes transactions and customer interactions

• Team Leadership

o Lead mentor and motivate a team of quality assurance professionals

o Provide coaching and training to ensure consistent and high quality performance

o Foster a culture of accountability continuous improvement and teamwork within the quality team

• Continuous Improvement

o Identify areas of improvement and work with cross functional teams to implement enhancements

o Proactively address service gaps and implement corrective actions to prevent future issues

o Stay up to date with industry best practices and emerging trends to enhance our services Quality

• Reporting

o Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success stories

o Analyze data to identify root causes of quality issues and recommend solutions

• Client and Stakeholder Communication

o Collaborate with clients to understand their quality expectations and feedback

o Act as a liaison between clients and internal teams to address quality concerns and implement improvements

• Compliance and Standards

o Ensure compliance with industry regulations and quality standards

o Keep abreast of changes in regulations and standards to maintain compliance

Qualifications & Work Experience:

o Any Graduate

o Familiarity with Shipping industry regulations

o Strong knowledge of quality assurance methodologies and tool

o Excellent leadership interpersonal and communication skills

o Analytical and problem solving skills with the ability to interpret data and make data driven decisions

o Certification in quality management e.g. Six Sigma Lean is a plus

Graduate