Lead Associate - Quality

WNS Global Services; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS Global Services in Cape Town seeks a Lead Associate to drive quality improvements within customer care operations and uphold service standards. The role emphasizes analytical skills, coaching, and strong communication to guide teams and ensure excellence.

Candidates should bring time management, attention to detail, and proficiency in MS Word/Excel, with familiarity of ISO 9001:2015 and Six Sigma principles aligned to North American market requirements.

Qualifications

• Matric/Grade 12 certificate is essential or preferred.
• Lean or Six Sigma Yellow Belt certification is desirable.
• ISO 9001:2015 knowledge is beneficial.
• Quality assessment expertise for North American market is advantageous.
• Experience as a quality assessor in Insurance is a plus.

Skills

Analytical skills

Time management

Coaching

Conflict management

Interpersonal skills

Attention to detail

Customer care processes

MS Word

MS Excel

Administrative skills

Presentation skills

Learn new apps

Organizational skills

Team player

Accountability

Written English

Verbal English

Communication skills

Education

Matric/Grade 12

Six Sigma Yellow Belt

ISO 9001:2015

Quality assessment experience

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Key Skills needed for the Lead Associate: Quality role

Analytical skills and time management

Coaching and Feedback

Conflict Management

Interpersonal skills and people skills

High attention to detail and accuracy

Exceptional knowledge of customer care process and systems

Proficiency in verbal & written English

Strong communication and interpersonal skills

Excellent working knowledge of MS Word and Excel Strong administrative skills

Excellent presentation skills

Ability to master new applications quickly

Excellent organizational, time management and co-ordination skills

Strong analytical ability and logical thinking style

High sense of accountability

Team player

Goes the extra mile

Qualifications

EssentialMatric/Grade 12 Certificate PreferredContinues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six SigmaISO 9001:2015Quality assessment expertise for North American marketExperience as a quality assessor in Insurance

Job Location