Quality Assurance Analyst — Customer Experience

WNS; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

WNS South Africa is seeking a Quality Assurance professional to enhance the customer experience by auditing call centre interactions across calls, email, and chat, and producing actionable reports.

You will engage stakeholders for information sharing, drive continuous improvement, and ensure adherence to QA processes and ISO guidelines while supporting training needs and project initiatives.

Qualifications

• Grade 12/Matric
• Minimum 24 months’ experience as a quality assessor
• Lean Six Sigma Yellow/Green Belt beneficial
• Insurance industry experience beneficial

Responsibilities

• Daily Quality audits as per process requirement
• Provide feedback to agents for defects identified
• Conduct customer repeat analysis for errors from clients
• Achieve monthly sampling targets
• Complete feedback targets per the QSD
• Assist in preparing relevant quality reports
• Complete RCA for defects identified
• Ensure QA process adheres to ISO guidelines
• Identify improvement areas for agents and share with Deputy Manager - Quality
• Communicate with clients when required
• Create error analysis / RCA report weekly

Skills

Analytical skills

Coaching and Feedback

Conflict Management

Interpersonal skills

Attention to detail

Verbal & Written English

MS Word

Excel

Strong communication

Team player

Goes the extra mile

Education

Grade 12/Matric

Lean Six Sigma Yellow/Green Belt

Tools

MS Word

MS Excel

Job description

WNS South Africa is seeking a Quality Assurance professional to enhance the customer experience by auditing call centre interactions across calls, email, and chat, and producing actionable reports.

You will engage stakeholders for information sharing, drive continuous improvement, and ensure adherence to QA processes and ISO guidelines while supporting training needs and project initiatives.