Lead Quality Specialist

3 weeks ago


Pune, Maharashtra, India WNS Global Services Full time

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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