Lead Quality Specialist
3 weeks ago
Job Description
WNS Global Services is seeking a highly skilled Quality Specialist to join our team. The successful candidate will be responsible for ensuring the highest standards of quality in our Transactional Quality processes.
- Conduct daily quality checks to ensure compliance with process requirements.
- Provide timely feedback to agents on errors identified.
- Perform customer comeback analysis for all errors received from clients.
- Meet monthly sampling numbers as per defined targets.
- Complete feedback targets as specified in the QSD.
- Contribute ideas to improve processes.
- Complete the WB Role Roadmap within stipulated time.
- Prepare team and client-related reports for Quality.
- Complete RCA for all errors identified.
- Ensure QA process adheres to ISO guidelines.
Requirements
- Graduate degree.
- Good command over MS Office.
- Good Excel knowledge.
- Analytical skills and time management.
- Excellent communication skills – verbal and written.
- Coaching and feedback.
- Conflict management.
- Interpersonal skills and people skills.
- Eye for detail.
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