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Lead Associate- Transactional Quality- Customer Service- Visakhapatnam

2 weeks ago


Vizag, Andhra Pradesh, India WNS Holdings Full time ₹ 6,00,000 - ₹ 12,00,000 per year
  • Complete Daily Quality audits as per the process requirement - Quality Analyst is responsible for Chat / Email / Backoffice evaluations, monitoring, assessing and improving the Quality of service
  • Provide Feedback to the agents for the error identified
  • Conduct Customer comeback analysis for all the errors received from the clients
  • To meet the monthly Sampling numbers as per the target
  • Complete the Feedback targets as specified in the QSD (Quality Standard Document)
  • Prepare all team and client related reports for Quality
    • Complete RCA for all the errors identified
  • Ensure the QA process adheres to ISO guidelines
  • Identify the improvement areas for staff and share it with the AM/DM/GM Quality
  • Communication with clients on a periodic basis
  • Complete the Calibration exercise on a periodic basis as defined
    • Create Error analysis/RCA Report
  • Attend all the development and quality trainings that are Prescribed for a QA
  • Help operations in identifying the TNI(Training Need Information) for the low performing staff Competencies:
  • Knowledge of Quality assurance and practices
  • Attention to detail and accuracy
  • Understanding of Quality standards
  • Basic Banking Background - Understanding of Fraud & Dispute
  • Strong analytical and problem-solving skills.
  • Strong communication skills
  • Verbal and Written (in English).

Job Location: Visakhapatnam (WFO Only)

Shift Timings: Rotational shifts