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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...
Job Description
To enhance the customer experience journey by 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
Essential: Matric/Grade 12 Certificate
Preferred:
Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma
ISO 9001:2015
Additional Information
Experience Required
Essential
Minimum 24 months experience as a quality assessor
Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.
Preferred
Quality expertise for North American market
Experience as a quality assessor in Insurance
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