Senior Quality Auditor

hace 7 días


San José, San José, Costa Rica WNS Global Services A tiempo completo
Job Description

As a Quality Assurance Lead at WNS Global Services, you will play a pivotal role in ensuring the highest standards of quality in our operations. Your primary responsibility will be to oversee the entire quality assurance process, from sample selection to conducting audits, performing error root cause analysis (RCA), and providing actionable feedback to our team members.

Key Responsibilities:
  • Quality Assurance Process Management: Develop and implement quality management programs and initiatives to ensure compliance with regulatory requirements and industry standards.
  • Audit and Quality Monitoring: Conduct regular audits and quality monitoring reviews to ensure correctness and completeness of cases, and identify areas for improvement.
  • Error RCA and Reporting: Perform thorough error RCA and provide relevant feedback to team members to prevent recurrence.
  • Performance Metrics and KPIs: Track and report on accuracy SLAs and KPIs to ensure performance standards are met.
  • Training and Development: Provide quality assurance training to team members and facilitate calibration sessions to ensure uniformity in performance standards.
  • Escalation and Coaching: Escalate patterns of serious performance issues and conduct coaching sessions with team members to address areas for improvement.
Requirements:
  • Experience: Minimum 1-2 years of experience in quality assurance, customer service, or a related field.
  • Education: Bachelor's degree in a related field.
  • Skills: Excellent verbal and written communication skills, presentation skills, and analytical/problem-solving skills. Proficiency in PC-based software, including word-processing, database, and spreadsheet applications.
  • Language: Fluency in English (B2) and French (B2) is required.


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