Lead Associate - Transactional Quality

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Conducting sample audit for calls
• Process quality check as per sampling strategy
• Conduct process documentation as per ISO standards
• Providing feedback to the agents as per plan & coaching to associates in terms of areas of improvement
• Reporting Daily/Weekly/Monthly quality checks to Management
• Timely & Accurate publishing of dashboards/reports
• Analysis to be done on bi-monthly basis for top errors along with action plan for same
• Recommend & implement Corrective & Preventive actions for Customer Comebacks /Internal errors / Missing SLA targets
• Conduct compliance audits as per process requirements
• Conducting short call audits as per process requirements
• Bottom performer plan - This is a Quarterly exercise. These agents are identified based on any process related matrix which did not do well in the previous quarter. An action plan is implemented and the score movement is tracked weekly. For an agent to move out of the plan, he/she has to show a consistent improvement over the 4 weeks
• Refreshers - this is in addition to the regular monthly refreshers conducted. This refresher module is completely based on the previous months observations, top error etc. All the agents are taken through this presentation
• Continuous Improvement
• Proactive Approach in identifying & highlighting the process gaps & training requirements
• Provide consultancy for process queries
• Proactively managing performance and enhancing team performance based on SLA’s
• Facilitate and coordinate all team requirements
• Customer updates
• Monitor performance and guide the team
• Weekly product / process sessions
• Creation and managing of product related document
• Credit Escalations RCA and deep dive
• Support to NHT batches and conducting certification calls
• Sharing TNI observations with the training team