Lead Associate - Transactional Quality

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Job Description

• Conduct regular audits, coaching and reviews of processes and services to ensure compliance with industry standards and company policies.
• Identify and document any deviations from quality standards and recommend corrective actions.
• Monitor and analyze QA metrics to identify trends and areas for improvement.
• Develop and implement QA strategies, policies, and procedures.
• Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo. Preferred - Amadeus

Process Improvement:

• Assist in the development and implementation of QA strategies, policies, and procedures.
• Collaborate with other departments to streamline processes and enhance overall service quality.
• Participate in continuous improvement initiatives to drive quality enhancements.

Team Management:

• Train, mentor, and develop agents/QA team members to enhance their skills and performance.
• Conduct performance evaluations and provide constructive feedback.
• Foster a positive and collaborative team environment.

Client Interaction:

• Liaise with clients to understand their quality requirements and expectations.
• Ensure that client feedback is incorporated into the QA process.
• Address and resolve any quality-related issues or concerns raised by clients.

Reporting and Documentation:

• Prepare and present QA reports to senior management.
• Maintain accurate and up-to-date documentation of QA processes and findings.
• Ensure all QA records are compliant with regulatory requirements.

Qualifications

Education: Bachelor's degree in any field.

Experience: Minimum of 2 years of experience in a QA role, preferably in a BPO or corporate travel management environment.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in QA tools and software.
• Ability to work under pressure and meet tight deadlines.
• Strong attention to detail and commitment to quality.

Working Conditions:

• Ability to work flexible hours, including evenings and weekends, as needed.