Quality Improvement Specialist

1 month ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Description

We are seeking a Quality Improvement Specialist to join our team at WNS Global Services. In this role, you will be responsible for ensuring high-quality service delivery to our clients.

Main Responsibilities:

  • Conduct regular call assessments and audits to ensure compliance with Service Level Agreements (SLAs).
  • Provide feedback to agents on their performance.
  • Attend calibration sessions with operations teams and clients to discuss quality standards.
  • Conduct quality audits and provide recommendations to managers.
  • Hold regular meetings with team leaders and agents to discuss performance and improvement opportunities.
  • Ensure accurate data capturing and maintenance of knowledge assets.
  • Identify areas for quality improvement and implement changes.
  • Document processes and procedures.

Qualifications:

  • Bachelor's degree or higher in any field.
  • Insurance experience preferred.
  • Proficient in Microsoft Office (Word, Excel, Outlook).
  • High attention to detail.

About the Role:

This is a full-time position working 24x7 operations, with main shifts between 2PM and 2AM. You will work closely with our operations teams and clients to deliver high-quality services.

What We Offer:

  • A competitive salary range of $60,000 - $80,000 per year, depending on experience.
  • Ongoing training and development opportunities.


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