Lead Associate - Quality at WNS Global Services

Job Description

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 . 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.

Must have met your KPI targets for the past 3 months;

Qualifications

• A Matric/Grade 12 Certificate or equivalent; Tertiary qualification would be advantageous but not essential. 

Additional Information

 Experience :

• At least 2 years call center experience in customer service or sales in an aviation environment;
• 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