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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**:
**Key Accountabilities**: Development of measures for the continuous maintenance or optimization of the service quality (partly in cooperation with other departments and Roche) Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management. Development of standards for the quality monitoring of the processing of customer concerns as well as support of the respective team manager and Roche in the performance tracking in accordance with the local regulations. Preparation of the findings from the call listening and preparation and implementation of qualified feedback for the agent (coaching) as well as communicating the findings to the respective superiors in accordance with local regulations. Active contact person for interfaces with regard to service quality, as well as participation in projects and initiatives. Ensuring that all defined corrective measures are carried out.
**Qualifications**:
**Key skills and experience**: Experience in quality assurance, auditor or in training area, preferably in a contact center Language skills: A fluent command of English and Spanish Excellent listening and communication skills Excellent IT navigation skills - Fast learner in new technologies Multi-tasking, agile skills and flexible to adapt to changes
