WNS

Global BPM and analytics services provider

Lead Associate - Transactional Quality

QA & TestingConfirmed live in the last 24 hours

Full-timeQuezon City, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Completed at least two years of college.
Must have at least three years of relevant experience handling quality checks for Global Distribution System (GDS) travel accounts.
Must have experience using any GDS tool, such as Sabre, Amadeus, or Galileo.

Responsibilities

Complete daily quality checks according to process requirements.
Provide timely feedback to agents on identified errors.
Conduct customer comeback analysis for all errors received from clients.
Meet the monthly sampling numbers as defined by the target.
Complete feedback targets as specified in the QSD.
Contribute ideas to improve the process.
Complete the WB Role Roadmap within the stipulated time.
Prepare all team- and client-related quality reports.
Complete root cause analysis (RCA) for all identified errors.
Ensure the quality assurance process adheres to ISO guidelines.
Identify staff improvement areas and share them with the Assistant Manager of Quality.
Communicate with clients periodically.
Complete calibration exercises periodically as defined.
Create error analysis and root cause analysis reports within the defined timeline.
Attend all development and quality training identified for a quality assurance employee.
Help operations identify training needs for operations associates.
Drive and participate in projects identified within the team.

Desired Qualifications

Experience handling corporate travel accounts is a plus.

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

About the Company

WNS

Global BPM and analytics services provider

WNS provides business process management and analytics services to large enterprises. It helps clients improve operational efficiency, customer experience, and decision-making by delivering end-to-end BPM, research and analytics, finance and accounting, and digital transformation support across industries such as insurance, banking, healthcare, travel, and manufacturing. The company combines domain expertise with technologies like artificial intelligence, machine learning, and advanced analytics to create custom, data-driven solutions. Delivery centers worldwide enable scalable, agile service delivery and access to specialized talent, while a digital-first approach focuses on automation, cognitive computing, and data insights. WNS aims to form long-term partnerships that deliver measurable business impact across the value chain.

Company size: 10,001+
Company stage: Acquired
Total funding: $3.3B
Headquarters: Mumbai, India
Founded: 1996

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