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Lead Associate

2 weeks ago

Santa Maria, Philippines WNS Global Services Full time
Company Description

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 Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client's business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Job Description
  • Job Title: Quality Analyst – Corporate Travel & Outsourcing
  • Location: Costa Rica
  • Shift: Rotational (24/7 environment)
  • Employment Type: Full-time
  • We are seeking a detail-oriented and analytical Quality Analyst to join our dynamic Corporate Travel & Outsourcing team. The ideal candidate will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions and operational processes to ensure service excellence and compliance with client expectations.
  • Key Responsibilities:
    •
    • Monitor and evaluate inbound/outbound calls, emails, chats, and transactions to ensure adherence to quality standards.
    • Conduct root cause analysis and identify process gaps or training needs.
    • Provide actionable feedback to agents and team leaders to improve performance.
    • Collaborate with operations, training, and client teams to drive continuous improvement.
    • Maintain accurate records of evaluations and quality metrics.
    • Participate in calibration sessions to align quality standards across teams.
    • Assist in developing quality scorecards, audit forms, and reporting dashboards.
    • Ensure compliance with company policies, client SLAs, and regulatory requirements.
Qualifications
  • Minimum Bachelor's degree in any discipline.
  • 2 years of minimum experience in a Quality Analyst role, preferably in corporate travel, BPO, or outsourcing environments.
  • Strong understanding of travel processes, GDS systems (Sabre, Amadeus, Galileo), and customer service protocols is a must.
  • Excellent communication skills in English (spoken and written); Spanish proficiency.
  • Proficient in MS Office (Excel, PowerPoint, Word) and quality monitoring tools.
  • Ability to work in rotational shifts, including weekends and holidays.
  • Preferred Attributes:
    • Analytical mindset with attention to detail.
    • Ability to handle multiple tasks and meet deadlines.
    • Strong interpersonal skills and a collaborative approach.
    • Experience in Six Sigma, Lean, or other quality frameworks is a plus.