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.

Review and approve the sampling strategy that suits the business requirement
Decide on the Calibration Process and variance target
Create and review the Quality Standard Document and ensure adherence to same
Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
Ensure that the Quality Process adheres to the Quality Standard
Conduct skip level meetings with the advisors and QA’s
Attend LA Training and BPET Training roadmap for self-development
Mentor team members to improve performance and behavior
Understand VOC/VOE and implement actions to improve the performance on them
Participate in WNS BPET initiatives
Regular interaction with clients and maintain good relationship
Deploy standard Quality Framework
Assist the Operations team during migration in terms of base lining and QA identification

Knowledge of QC tools (Pareto, Cause & Effect Diagram and Control Charts etc.)
Ability to work in a continuously challenging environment
Understanding of end-to-end processes and appreciation of critical parameters
Knowledge of MS Office – Excel, PowerPoint, Word
Good communication and analytical skills
Self-initiated and zeal for continuous improvement