Job 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.

Responsibilities:

• Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders

• Team handling experience

• Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables

• Deployment and Strengthen the Quality Assurance Framework for the Business

• Review and approve the sampling strategy that suits the business requirement

• Conduct Customer comeback analysis & Trend Analysis for all the errors received from the clients

• To meet the monthly Sampling numbers as per the target

• Identify and implement the Process improvement opportunities

• Decide on the Calibration Process and variance target

• Review and approve the Quality Standard Document

• Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)

• Ensure that the Quality Process adheres to the Quality Standard

• Regular Performance Review of QA/AM/DM

• Conduct skip level meetings with the advisors and QA’s

• Attend LA Training and BPET Training roadmap for self-development

• Complete the GB certification and role roadmap

• Drive high impacting six sigma and Lean Projects

• Mentor team members to improve performance and behaviour

• Understand VOC/VOE and implement actions to improve the performance on them

• Participate in WNS BPET initiatives

• Achieve QNS target through Quality Initiatives

• Regular interaction with clients and maintain good relationship

• Mentor YB & WB projects in the team

• Deploy standard Quality Framework

• Initiate and mentor vertical level initiative

• Assist the Operations team during migration in terms of base lining and QA identification

Skills required :

 Experience in Identity Verification Process

 Analytical skills and time management

 Excellent Communication skills – verbal and written

 Coaching and Feedback

 Conflict Management

 Interpersonal skills and people skills

 Eye for Detail

Experience :

 Minimum 2 to 3 years of experience in Quality Lead role Educational Qualification :

 Graduate in any discipline

 Good command over MS Office

 Good Excel Knowledge

 Good communication skills

Qualifications

 Graduate in any discipline  Good command over MS Office Good Excel Knowledge Good communication skills