Lead Associate - Quality at WNS Global Services SA

Summary

• The Quality Assurance department has an opening for a permanent role in the YGP campaign.
• The main purpose of this position is to ensure professional, polite and efficient service is offered at all times, by conducting quality assessments on customer interactions, providing regular feedback to the agents, participating in calibration sessions and audits. It also involves engagement with Ops assistant managers on matters such as corrective action (Feedback session and coaching recommendations). To meet and exceed daily deliverables as well as assessment/audit targets. To employ continuous improvement in all aspects of the business ranging from process, system, people and compliance.
• This is the ideal opportunity for individuals who are considering a career in utilities within the Quality Department. Please note that this is a permanent position.

Minimum Requirements

• Matric or equivalent essential
• Previous 1 year QA experience - essential
• Must have experience in utilities
• Excellent working knowledge of MS Word and Excel
• Write, analyze, validate and interpret data/reports
• Conscientious
• Excellent written and verbal communication skills
• High attention to detail
• Proactive and resilient
• Professional in appearance and manner
• Presentation skills essential

Eligibility Criteria

• Should not be in a PIP (performance improvement) process
• No live warning or records

Qualifications

• This is an example for reference, kindly edit basis role requirement
• A Matric/Grade 12 Certificate or equivalent; Tertiary qualification would be advantageous but not essential.