Lead Associate - Transactional Quality (Presentation Specialist)

Company Overview

WNS, a part of Capgemini, is a leader in intelligent operations and transformation powered by Agentic AI, supporting over 700 clients across 10 diverse industries including Banking & Financial Services, Healthcare, Insurance, Shipping & Logistics, and Travel & Hospitality. The company combines deep domain expertise with AI-driven platforms and analytics to foster innovation, scalability, adaptability, and resilience in a rapidly evolving business landscape. Operating from three global headquarters across four continents, 13 countries, and 65 delivery centers, WNS employs more than 66,000 professionals and emphasizes delivering sustained business value through intelligent, human-centered solutions for impactful outcomes.

Job Responsibilities

• Develop and approve sampling strategies tailored to business requirements.
• Establish calibration processes and set variance targets.
• Draft and review quality standard documents ensuring strict adherence.
• Support the operations team in managing customer complaint and resolution workflows, applicable for certain teams.
• Ensure all quality processes comply with established quality standards.
• Conduct skip-level meetings engaging advisors and quality assurance staff.
• Participate in Lead Associate (LA) and BPET training programs for ongoing professional development.
• Guide and mentor team members to enhance their performance and conduct.
• Analyze Voice of Customer (VOC) and Voice of Employee (VOE) feedback to drive performance improvements.
• Engage in WNS BPET initiatives actively.
• Maintain regular communication with clients and foster strong relationships.
• Implement standardized quality frameworks across operations.
• Assist operations during migration phases by supporting baseline establishment and QA identification.

Candidate Qualifications

• Familiarity with quality control tools such as Pareto charts, Cause & Effect diagrams, and Control Charts.
• Capacity to perform effectively in dynamic and challenging environments.
• Understanding of end-to-end operational processes with awareness of critical performance indicators.
• Proficiency in Microsoft Office suite including Excel, PowerPoint, and Word.
• Strong communication skills combined with analytical ability.
• Self-motivated with a strong commitment to continuous personal and professional improvement.