Assistant Manager

3 days ago


Gurgaon Haryana, India WNS Global Services Full time

Company Description 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 Lead and manage the Quality Assurance function for a team handling international ticketing group bookings and email support Act as a Subject Matter Expert SME in ticketing processes to support quality audits and interventions Monitor and evaluate the performance of L2 - Complex itinerary trained resources to ensure adherence to process standards Drive continuous improvement initiatives to enhance service delivery and customer satisfaction Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective Conduct regular quality reviews calibration sessions and feedback discussions with team members Prepare and present quality dashboards and reports to stakeholders Minimum 1-2 years of experience in Corporate Travel Quality Assurance with exposure to at least one GDS e g Amadeus Sabre Proven experience in supervising or managing a quality team Strong command of spoken and written English confident in leading quality review calls and calibration sessions Proficient in Excel and presentation tools for reporting and analysis Excellent analytical skills with a focus on root cause analysis and corrective action planning Strong conflict management and coaching abilities Qualifications Minimum 1-2 years of experience in Corporate Travel Quality Assurance with exposure to at least one GDS


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