Quality Assurance Specialist

3 days ago


Pune, Maharashtra, India WNS Global Services Full time

Job Title: Quality Assurance Specialist

Job Summary:

We are seeking a Quality Assurance Specialist to join our team at WNS Global Services. As a Quality Assurance Specialist, you will be responsible for ensuring the quality of our processes and services.

Key Responsibilities:

  • Complete daily quality checks as per process requirements
  • Provide timely feedback to agents for errors identified
  • Conduct 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 brainwave 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
  • Identify improvement areas for staff and share with AM-Quality
  • Communicate with clients on a periodic basis
  • Complete calibration exercise on a periodic basis as defined
  • Create error analysis/RCA report within defined timeline
  • Attend development and quality trainings identified for QA
  • Help operations in identifying training needs for ops associates
  • Drive projects and be part of projects identified in the team

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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