QA & Customer Experience Analyst (South Africa)

Wns; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global service provider in BPM is seeking an Entry-Level Quality Assessor in Cape Town. This role focuses on enhancing the customer experience through call center interactions analysis, conducting quality audits, providing feedback to agents, and improving processes. Candidates should have a Grade 12/Matric qualification and at least 24 months’ experience in a similar role. This full-time position requires strong analytical skills and attention to detail, and includes rotational shifts.

Qualifications

• Minimum 24 months' experience as a quality assessor.
• Lean Six Sigma certification will be beneficial.
• Insurance industry experience will be beneficial.

Responsibilities

• Conduct daily quality audits as per process requirement.
• Provide feedback to agents for defects identified.
• Assist in preparing relevant quality reports.
• Complete RCA for all defects identified.
• Drive projects and be part of the projects identified in the team.

Skills

Analytical skills

Coaching and Feedback

Conflict Management

Interpersonal skills

Attention to detail

Customer care knowledge

MS Word proficiency

MS Excel proficiency

Strong communication skills

Analytical ability

Education

Grade 12/Matric

Lean Six Sigma certification

Job description

A leading global service provider in BPM is seeking an Entry-Level Quality Assessor in Cape Town. This role focuses on enhancing the customer experience through call center interactions analysis, conducting quality audits, providing feedback to agents, and improving processes. Candidates should have a Grade 12/Matric qualification and at least 24 months’ experience in a similar role. This full-time position requires strong analytical skills and attention to detail, and includes rotational shifts.