Lead Associate - Transactional Quality (Quezon City)

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Complete Daily Quality checks as per the process requirementProvides on time Feedback to the agents for the errors identifiedConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly sampling numbers as per the defined targetComplete the feedback targets as specified in the QSDContribute brainwave ideas to improve the processComplete the WB Role Roadmap within the stipulated timePrepare all team and client related reports for QualityComplete RCA for all the errors identifiedEnsure the QA process adheres to ISO guidelinesIdentify the improvement areas for staff and share it with the AM QualityCommunication with clients on a periodic basisComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report within the defined timelineAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the team

Qualifications

- Completed at least 2 years in college
- Must have at least 3 years of relevant experience handling Quality Checks for GDS Travel Accounts
- Must have experience using any GDS Tool (Sabre, Amadeus, Galileo, etc.)
- Plus if experienced handling Corporate Travel Accounts

Additional Information

Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves
• Annual appraisal