Address
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
Job Description
Deliver Next Gen Shared Services Quality Organization by consistently Raising the bar on service delivery standards and enable low risk and zero surprises BAUDrive and conduct audit compliance robust root cause remediation plans ensuring adherence to contractually binding audit targetsDeliver sampling and stratification strategy based on Compliance checks Financial processes volume and Value mix Errors Customer priorities and Agent performance Ensure continued calibration to the quality framework Responsible for driving performance to meet all Quality metrics including SLA baselining predictive SLA monitoring and reportingFacilitate Kaizen initiatives within the teamAccountable for customer complaint resolution processEnsure Process documentation and sign off as per ISO standards and WNS Quality Assurance PlaybookResponsible for timely and accurate reporting updates and business insightsFoster a spirit of continuous learning and collaboration across teams career development coaching and mentoring
Qualifications
Graduate
