Lead Associate/Assistant Manager - Transactional Quality - Bangalore

WNS Holdings

4 - 9 years

6 - 10 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

Root Cause Analysis six sigma Transactional Quality Process Excellence QC Tools FMEA Process Improvement Lean Six Sigma Capa Call Monitoring RCA Call Quality Kaizen Quality Improvement Call Audit Quality Tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirement.
Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and,
Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents
Provide Quality evaluation report to Client & track actions taken for improvement
Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process.

Qualifications: -

Graduate/Post Graduate (Exception Needed if experience is more than 2years as QA)
Proficiency in Microsoft Office packages (Word, Outlook, Excel);
Excellent interpersonal and communication skills;
High attention to detail and accuracy.
The ability to:
Analyze, validate and interpret data/reports;
Multi-task, work under pressure and cope with high volumes of work;
Cope with pressures and setbacks;
Document problems and assist in their resolution;
Document processes and identify areas for improvement;
Adapt to change quickly, in a fast-paced environment;
Prioritize and manage workflow

Additional Points: -

Open to Travel

Having a Valid Passport

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