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.

Lead QAJob Summary:We are seeking a highly skilled and experienced Lead QA to join our team in a BPO setting for a corporate travel management company. The Lead QA will be responsible for overseeing the quality assurance processes, ensuring that all services meet the highest standards of quality and compliance. This role requires strong analytical skills, attention to detail, and the ability to work collaboratively with various teams..Key Responsibilities:Quality Assurance:• 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.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 1 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 eveni

Qualifications

Graduate