Quality Assessor

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 Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Role Purpose

To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.

Actively engage stakeholders for information sharing purposes regarding quality findings and trends.

Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Qualifications

Qualifications Required

Preferred

• Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma

Experience Required

• Minimum 18 months’ experience as a Contact Centre Quality Assessor.
• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.

Preferred

• Quality assessment experience