Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations.
We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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Conduct Product and Process trainings for New Hires
Conduct refresher programs for the process based on the identified training needs.
Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented.
Ability to do Deep dive, RCA and create control plans along with process improvement
Should be able to interact with senior management confidently on training & quality performance
Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits
Design and deliver training programs specializing in current process and new process(s) as per the business requirement
Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management
Qualifications
Should have minimum 3–4-year experience in T&Q role in BPO
Extremely self-motivated with a diligent work ethic
In depth understanding of training metrics and impact to business metric
High level of integrity and strong commitment to building a successful company
Business acumen with a problem-solving attitude
Proficiency in MS office and MS Excel
Ability to work independently as well as part of a team in a fast-paced environment
Positive attitude and demonstrated ability to deal with rejection
Passion for customer service & great listening skills.
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