Lead Associate - Quality

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.

Job Description

• Call Center Representative  & SME/Trainer/Quality Analyst responsible for training new CSRs, review phone calls for CSR quality and improvement for call handling;
• Required to take calls for overflow and excess call volumes
• Responsible to act as liaison & SME for CSRs
• Review phone calls & be responsible for quality call handling, assist during time of high calls volumes
• Participate with operations team to improve call flows & work on driving self-service, call volume reduction

Qualifications

High school Graduate/GED

• 0–2 years of experience in customer service
• Strong communication skills – Verbal & Written
• Eye for details Good investigative / problem solving skills
• Call Center/customer service focused
• Knowledge of Pension administration or Pension Risk Transfer transactions
• Knowledge of payment processing, death processing
• Ability to work with speed & accuracy under pressure
• Ability to sustain pressure
• Prior Insurance experience in BPO Industry
• Exposure to onshore stakeholder management

Additional Information

Benefits(based on individual elections)

• Competitive Salary based on experience
• Medical/Dental/Vision
• Employer Paid Life Insurance and Short/Long term disability insurance
• 401(k) with Employer Match
• Generous PTO (15 days in your first year!)

• Working Hours: Monday – Friday 9:00pm – 6:00pm

• In Office