Lead Associate - Transactional Quality -Corporate Travel-AirLine- GDS- REF95018A_2026228264 - Gurgaon - NH8

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.

Quality Assurance & Performance Monitoring

● Conduct regular QA evaluations of phone, chat, and email interactions using established scorecards and rubrics. ● Lead calibration sessions with supervisors and stakeholders to ensure consistency in evaluation standards.

● Score customer interactions based on policy compliance, customer service excellence, and soft skills.

● Ensure all reviews align with Blockskye’s tone, protocols, and industry standards.

● Ability to identify moments that “wow” the customer and use these in support of account performance reviews and employee recognition initiatives. Data Analysis & Insights

● Track key quality and customer experience metrics such as QA scores, CSAT, FCR, and call handling times.

● Leverage root cause analysis, pattern recognition, and contextual interpretation; translate data and quality insights into actionable guidance for agents and leaders.

● Integrate data from call recordings, CRM tools, ticketing platforms, and feedback systems to create a full view of agent performance.

● Create visual dashboards and executive-quality reports highlighting trends, gaps, and improvement areas. Coaching & Feedback

● Deliver clear, empathetic, and constructive feedback to frontline agents, reinforcing strengths and coaching improvement areas.

● Partner with team leads and supervisors to define development plans and monitor progress over time.

● Collaborate on scripting, process refinement, and customer-facing documentation based on QA findings. Training & Subject Matter Expertise

● Serve as a subject matter expert (SME) on procedures, travel systems (including Amadeus GDS), and quality protocols.

● Support new hire onboarding, nesting/OJT (on-the-job training), and recurrent training sessions by identifying knowledge gaps.

● Recommend enhancements to training content based on recurring QA themes and service delivery trends. Stay current on new processes, client-specific requirements, and regulatory guidelines affecting quality performance. Process Improvement & Cross-Functional Support

● Identify opportunities to optimize workflows, reduce errors, and improve the customer journey.

● Participate in cross-departmental projects related to quality, support tools, or service transformation.

● Collaborate with Process Engineering to create critical to quality standards; track process gap closures to maintain high operational quality.

● Recommend enhancements to QA scorecards, coaching methodologies, and knowledge base content.

● Ensure timely escalation of systemic or high-impact issues and provide mitigation recommendations.

5+ years of corporate travel experience with strong GDS knowledge (Amadeus preferred)

● 2-3 years in a Quality Assurance, auditing or analyst role within a call center or customer experience team ● Proven ability to deliver feedback and influence performance outcomes through coaching and collaboration

● Advanced analytical and critical thinking skills; ability to differentiate symptoms and root causes

● Experience with omnichannel QA programs and analytics dashboards (NiceCX or Genesys preferred)

● Strong understanding of key customer service KPIs and how they correlate with business performance

● Proficiency with QA tools, CRM platforms, workforce engagement platforms and Google Workspace or Microsoft Office Suite

● Exposure to training program development or LMS tools preferred

● Exceptional verbal and written communication skills - clear, professional and empathetic; active listener who can understand both traveler’s and agent’s perspective.

● Excellent collaboration and team engagement abilities, ensuring alignment across departments and stakeholders.

● Strong time management and documentation habits with ability to work independently and make confident decisions

● Demonstrated ability to apply analytical thinking and excellent business judgment with a general curiosity about how things work and a passion to create world class programs for our customers.