Quality Lead with French - Customer Service

Employer: WNS Global Services
Domain:
  • Others
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 29.09.2022
    Short company description

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

    We deliver value to our customers by bringing operational excellence, deep industry and functional knowledge to critical business processes. Our customers comes from various industries, such us: travel, insurance, financial services, healthcare, manufacturing, distribution and retail.

    We will welcome you in a global team and in a friendly work environment where you can professionally evolve. Looking forward meeting you!

    Requirements

    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.

    Qualifications

    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


    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

    Responsibilities

    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