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.

Key Responsibilities:• Quality Assurance Managemento Develop and implement a comprehensive quality assurance program for aligned Process / LOBs serviceso Establish communicate and monitor quality standards performance metrics and key performance indicators KPIso Conduct regular quality audits and evaluations of processes transactions and customer interactions• Team Leadershipo Lead mentor and motivate a team of quality assurance professionalso Provide coaching and training to ensure consistent and high quality performanceo Foster a culture of accountability continuous improvement and teamwork within the quality team• Continuous Improvemento Identify areas of improvement and work with cross functional teams to implement enhancementso Proactively address service gaps and implement corrective actions to prevent future issueso Stay up to date with industry best practices and emerging trends to enhance our services Quality• Reportingo Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success storieso Analyze data to identify root causes of quality issues and recommend solutions• Client and Stakeholder Communicationo Collaborate with clients to understand their quality expectations and feedbacko Act as a liaison between clients and internal teams to address quality concerns and implement improvements• Compliance and Standardso Ensure compliance with industry regulations and quality standardso Keep abreast of changes in regulations and standards to maintain complianceQualifications & Work Experience: o Any Graduateo Familiarity with SNL industry principleso Strong understanding on Kaizen Projects, VSM, NVAs indemnifications Process flow mapping, Process simplifications, Continuous Improvement o Candidate should have experience in Shipping & Logistic data / process / QUALITY standards understanding o Strong knowledge of quality assurance methodologies and toolo Excellent leadership interpersonal and communication skillso Analytical and problem solving skills with the ability to interpret data and make data driven decisionso Certification in quality management e.g. Six Sigma Green Belt Trained & Certified o Must be from International Customer Handling experience (USA domain), will be preferred experiencing NVOCC client / customer handlingo Must be worked on Poka-Yoke Method, “mistake-proofing” or “error prevention methodologyo Minimum 1 Year Experience as Assistant Manager Quality / Quality Supervisor Level / Overall 5 Years in Quality Domain

Qualifications

Graduate