Quality coach_Back office with English and Italian/Spanish

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.


WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes.
We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.

Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals.

We are most admired for our people, partnership approach, performance and domain expertise.

- Strong oral and written communication skills, in both (1) English and (2) Italian/Spanish
- A detail-orientation and strong organizational and planning skills
- Good computer skills, including knowledge of MS Word, MS Excel, PowerPoint and Outlook
- Strong adaptability to change and the ability to cope with deadlines
- An energetic and enthusiastic attitude
- Ability to motivate the team
- Coaching skills
- Proven ability to lead and develop employees
- Influencing skills
- Able to build and maintain excellent Client relationship
- Professional attitude and willing to take his/ her career to the next level.

- He/ She is responsible for implementing and performing on a regular basis the quality controls decided for operation teams, to provide reports regarding the level of quality KPIs and to stimulate quality improvement whenever necessary or possible
- Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics
- Identify and communicate trends or areas of opportunity for the development of front line staff members
- Participate in call calibration sessions with other coaches and with the client when required
- Provides one-on-one and group training/ retraining as required
- Provides weekly coaching session to each team individual as per the agreed structure with direct manager
- Aids in new hire training
- Ensures that maximum quality is being achieved at all times
- Assist the business with hands on initiative when required as per service level requirements
- Regularly update own knowledge of new products and procedures.

About us: WNS Global Services is a recognized leader in business process outsourcing (BPO).

Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes. We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics. Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!