Quality Lead with French - Customer Service

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.

Company Description

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.

Ideal candidate:

• Comfort in Learning and Using Digital Tools
• Knowledge of using Virtual meeting application e.g.; Skype, Zoom or WebEx
• Well- versed with MS office skills and ability to perform under pressure
• Excellent written and spoken communication skills (C1 equivalent)
• Basic knowledge of Six Sigma methodology
• Analytical skills and time management
• Coaching and Feedbac
• Conflict Management

Responsabilities:

• Complete Daily Quality checks as per the process requirement
• Provide Feedback to the agents for the error identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
• Complete the Feedback targets as specified in the QSD
• Contribute Brainwave Ideas to improve the process
• 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 on a weekly basis
• 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
• Training need analysis and actions required for improvement

Job Description

Responsabilities:

• Complete Daily Quality checks as per the process requirement
• Provide Feedback to the agents for the error identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
• Complete the Feedback targets as specified in the QSD
• Contribute Brainwave Ideas to improve the process
• 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 on a weekly basis
• 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
• Training need analysis and actions required for improvement