Job Description
Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
Job Description
Maintaining up to date expertise on company products procedures processes and tools as well as the taxonomy of issues related to enquiries from Stripe usersPerform Quality CSAT and Feedback reviews as required by Operational needsAssist in helping Specialist with live case management and questions about quality tools usage product and accuracy of responsesCoach and provide feedback to individual Specialists to develop their core skills and improve performanceComplete Specialist feedback sessions regarding Quality and CSATCreate an open and honest feedback flow with Management regarding Specialists performance and recommendationsMaintain all records relating to quality CSAT accuracy and all other reviewsCollaborate with the Training function in order to flag the need for creation of training materials as requiredCollaborate with the Project Specialists in order to flag the need for amendments in documented process guidelines Resolution Paths and Tier 1 Reference CenterProvide daily weekly monthly updates and reports to site managementCollaborating with the Team Manager and Specialists to identify training performance and quality opportunitiesIdentify and implement initiatives to increase overall customer satisfactionWorking on adhoc projects tasks deep dives as requested by the Stripe or by ManagementAny additional responsibilities as business needs dictate. Mandatory voice and customer service experience is required
Qualifications
Grade 12