Lead Associate - Transactional Quality

Responsibilities

• Perform daily quality checks in accordance with process requirements and ISO guidelines
• Provide timely feedback to agents regarding identified errors
• Conduct root cause analysis (RCA) and customer comeback analysis for all client errors
• Prepare comprehensive team and client-related quality reports
• Meet monthly sampling targets and feedback requirements as specified in the QSD
• Identify staff improvement areas and collaborate with the Assistant Manager of Quality
• Participate in periodic calibration exercises and quality training sessions
• Contribute innovative ideas to improve processes and drive team projects

Requirements

• Completed at least 2 years of college education
• Minimum of 3 years of relevant experience in Quality Checks for GDS Travel accounts
• Proficiency with GDS tools such as Sabre, Amadeus, or Galileo

Preferred Qualifications

• Experience handling Corporate Travel Accounts

Benefits

• Structured career path with internal progression opportunities
• Free HMO coverage from day 1, including coverage for domestic partners
• Skills training and professional development opportunities
• Paid leaves and annual appraisals
• Safe and professional work environment

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 various industries, including Travel and Hospitality, by combining deep domain excellence with AI-powered platforms and analytics to deliver sustainable business outcomes.