Quality Assessor

5 days ago


Cape Town, South Africa WNS Full time

Overview WNS Cape Town, Western Cape, South Africa Role Quality Assessor - Contact Center We require the services of a Quality Assessor to join our new sales team. 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. 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 meetings and collaboration sessions with management to exchange ideas Continually examine opportunities for quality improvements and adherence Qualifications Grade 12 At least 1 year call center experience in sales Previous experience in QA essential Prior working experience in Utilities or Oil and Gas industries is advantageous Proficiency in Microsoft Office packages (Word, Outlook, Excel) Excellent interpersonal and communication skills High attention to detail and accuracy Seniority level Associate Employment type Full-time Job function Customer Service Industries Business Consulting and Services #J-18808-Ljbffr


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