Lead Associate - Transactional Quality

Responsibilities

• Monitor transactions to ensure strict adherence to quality standards and organizational policies.
• Conduct regular audits and evaluations of transactional processes within the travel sector.
• Perform Root Cause Analysis (RCA) and define Corrective and Preventive Actions (CPA) to mitigate errors and reduce customer comebacks.
• Analyze transaction data to identify trends, issues, and opportunities for process improvement.
• Prepare and present detailed quality performance reports to management.
• Collaborate with cross-functional teams to implement process enhancements and refine quality assurance methodologies.
• Support the development and delivery of training programs to staff regarding quality standards and best practices.

Requirements

• Graduate, Post Graduate, or MBA degree.
• Minimum of 2 years of work experience in Travel Quality Assurance or a closely related field.
• Strong analytical skills with high attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work in a 24/7 environment involving rotational shifts.
• Must be able to work onsite in Gurgaon.

Preferred Qualifications

• Familiarity with quality management tools and methodologies such as Six Sigma or ISO.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across 10 industries, including Banking, Healthcare, Insurance, and Travel and Hospitality. By combining deep domain excellence with AI-powered platforms and analytics, we help businesses innovate, scale, and build resilience in a rapidly changing world.