Lead Associate – Quality at WNS Global Services

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.