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  • Posted: Jun 14, 2021
    Deadline: Not specified
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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...
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    Lead Associate – Quality

    Job Description
    Main purpose

    • The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits.

    Key responsibilities:

    •          Conduct call assessments checks to meet SLA’s;
    •          Provide assessment feedback to the agents;
    •          Attend and manage calibrations with operations teams and the client;
    •          Conduct quality audits and provide feedback to managers;
    •          Hold regular meetings with team leaders and agents;
    •          Ensure accurate data capturing;
    •          Continually examine opportunities for quality improvements;
    •          Maintain library of model documents, templates, or other reusable knowledge assets; 
    •          Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders;
    •          Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.

    Qualifications
    Key requirements:

    •          A Matric/Grade 12 Certificate or equivalent;
    •          Tertiary qualification would be advantageous

    Additional Information
    Experience, knowledge, skills and attributes required:

    •          1 year QA experience essential;
    •          Experience in the insurance industry essential;
    •          At least 2 years call centre experience in customer service or sales;
    •          Experience in quality will be an added advantage
    •          Proficiency in Microsoft Office packages (Word, Outlook, Excel);
    •          Excellent interpersonal and communication skills;
    •          High attention to detail and accuracy.

             The 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;
    •     Prioritize and manage workflow.

    Method of Application

    Interested and qualified? Go to WNS Global Services on jobs.smartrecruiters.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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