Lead Associate - Quality Assessor at WNS Global Services SA

Job Description

• The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations.
• We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.

Key responsibilities:

• Conduct compliance checks to meet SLA’s
• Conduct quality audits and provide feedback to managers
• Hold regular meetings with team leaders and agents
• Provide feedback to agents on assessments
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Monitor a select number of agents per day, per week.
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable quality scores
• Participate in staff meeting and collaboration sessions with management to exchange ideas and
• Continually examine opportunities for quality improvements and adherence

Qualifications

• A Matric/Grade 12 Certificate or equivalent
• Tertiary qualification would be advantageous but not essential
• High attention to detail and accuracy

Experience, knowledge, skills and attributes required:

• At least 2 years Call Centre experience in customer service
• minimum 1 year quality assessment experience in a Call Centre environment
• Proficiency in Microsoft Office packages (Word, Outlook) with high proficiency in Excel
• Excellent interpersonal and communication skills
• High attention to detail and accuracy
• Should not have any live warnings

Ability to:

• analyze, validate and interpret data/reports
• multi-task, work under pressure and cope with high volumes of work
• cope with pressures and setbacks
• document problems and assist in their resolution.
• document processes and identify areas for improvement.
• adapt to change quickly, in a fast-paced environment
• prioritise and manage work flow