Full-Time Senior Associate - Transactional Quality
WNS Global Services is hiring a remote Full-Time Senior Associate - Transactional Quality. The career level for this job opening is Experienced and is accepting San Jose, Costa Rica based applicants remotely. Read complete job description before applying.
WNS Global Services
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Complete Daily Quality checks as per the process requirement
Provide on time Feedback to the agents for the errors identified
Conduct Customer comeback analysis for all the errors received from the clients
To meet the monthly sampling numbers as per the defined target
Complete the feedback targets as specified in the QSD
Contribute brainwave ideas to improve the process
Complete the WB Role Roadmap within the stipulated time
Prepare all team and client related reports for Quality
Complete RCA for all the errors identified
Ensure the QA process adheres to ISO guidelines
Identify the improvement areas for staff and share it with the AM- Quality
Communication with clients on a periodic basis
Complete the Calibration exercise on a periodic basis as defined
Create Error analysis/RCA Report within the defined timeline
Attend all the development and quality trainings that are identified for a QA
Help operations in identifying the training needs for the ops associates
Drive projects and be part of the projects that are identified in the team
Analytical skills and time management
Excellent Communication skills – verbal and written
Coaching and Feedback
Conflict Management
Interpersonal skills and people skills
Eye for Detail
Graduate
Good command over MS Office
Good Excel Knowledge
Minimum 2 years of experience in auditor role if External