Customer Experience Quality Analyst

WNS Global Services; Centurion; On-site; ZAR 300,000 - 520,000; Full time

Job summary

WNS South Africa is seeking a Contact Centre Quality Assessor to enhance the customer experience by quality assessing calls, emails, chats, and other channels, and by producing insightful reports that illustrate the customer journey.

You will actively engage stakeholders to share findings and contribute to continuous improvement initiatives improving compliance, processes, systems and skills.

Qualifications

• Minimum 18 months’ experience as a Contact Centre Quality Assessor.
• Strong MS Excel skills for data analysis and reporting.
• Lean or Six Sigma training/experience preferred.

Responsibilities

• Quality assess calls, email, chat and other interactions.
• Produce reports that tell the story of the customer journey.
• Share findings and trends with stakeholders for action.
• Contribute to continuous improvement initiatives.

Skills

Quality assessment

Lean Six Sigma

Cross-functional communication

Tools

MS Excel

Job description

WNS South Africa is seeking a Contact Centre Quality Assessor to enhance the customer experience by quality assessing calls, emails, chats, and other channels, and by producing insightful reports that illustrate the customer journey.

You will actively engage stakeholders to share findings and contribute to continuous improvement initiatives improving compliance, processes, systems and skills.