Lead Associate

1 month ago


Pune, India WNS Global Services Full time
Job Description

Lead Associate - QualityRoles & Responsibilities :Complete Daily Call Audit checks as per the process requirement and agreementProvide Feedback to the agents for the error identified on a daily basisConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly Sampling numbers as per the targetComplete the Feedback targets as specified in the QSDConduct Training and Refreshers for Soft Skills and arrange any Process related findings on a regular basisManager Bottom Quartile for the Call AuditsContribute Brainwave Ideas to improve the processPrepare all team and client related reports for Call Audits conducted by QualityComplete RCA for all the errors identified- Internal and External ErrorsEnsure the QA process adheres to ISO guidelines and GDPR GuidelinesIdentify the improvement areas for staff and share it with the AM- QualityCommunication with clients on a periodic basis through the Dashboards/Reports/ConnectsComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report on a weekly basisAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the teamSkills required :Analytical skills and time managementExcellent Communication skills – verbal and writtenCoaching and FeedbackConflict ManagementInterpersonal skills and people skillsEye for DetailExperience (if any) :Experience of Voice Quality Audits in F&A DomainEducational Qualification :GraduateGood command over MS OfficeGood Excel Knowledge


Qualifications

GraduateGood command over MS OfficeGood Excel Knowledge




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