Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Job DescriptionComplete Daily Quality checks as per the process requirementProvides on time Feedback to the agents for the errors identifiedConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly sampling numbers as per the defined targetComplete the feedback targets as specified in the QSDContribute brainwave ideas to improve the process Complete the WB Role Roadmap within the stipulated timePrepare all team and client related reports for QualityComplete RCA for all the errors identifiedEnsure the QA process adheres to ISO guidelinesIdentify the improvement areas for staff and share it with the AM- QualityCommunication with clients on a periodic basisComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report within the defined timelineAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the team

QualificationsAnalytical skills and time managementExcellent Communication skills – verbal and writtenCoaching and Feedback Conflict ManagementInterpersonal skills and people skillsEye for DetailMinimum 2 years of experience in auditor role - an advantageGraduateGood command over MS OfficeGood Excel Knowledge