Lead Associate - Transactional Quality (Quezon City)

About the role

WNS Global Services, part of Capgemini, is hiring a Lead Associate for Transactional Quality in Quezon City. The role covers daily quality checks, error analysis and feedback to agents, and contributes to continuous improvement of the QA process.

Key responsibilities

• Perform daily quality checks according to process requirements and meet monthly sampling targets.
• Give timely feedback to agents on errors found and complete customer comeback analysis for client-reported errors.
• Complete feedback targets as specified in the QSD and prepare team and client reports for Quality.
• Carry out root cause analysis (RCA) for all errors and produce error analysis/RCA reports within the defined timeline.
• Ensure the QA process follows ISO guidelines and identify improvement areas for staff to share with the AM Quality.
• Communicate with clients periodically, run calibration exercises and attend development and quality trainings.
• Support operations in identifying training needs for associates, join team projects, and contribute brainwave ideas to improve the process.

Required profile

• At least 2 years of college completed.
• At least 3 years of relevant experience handling quality checks for GDS travel accounts.
• Experience with corporate travel accounts is an advantage.

Required skills

• Experience using a GDS tool such as Sabre, Amadeus or Galileo.

What we offer

• Structured career path and growing team with internal progression opportunities.
• Free HMO coverage from day 1, including the domestic partner.
• Skills training, paid leaves and annual appraisal.