Quality Assurance Specialist

1 month ago


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

Job Title: Quality Assurance Specialist

Job Summary:

We are seeking a Quality Assurance Specialist to enhance the customer experience journey by assessing call centre interactions and producing reports that tell the story of the customer experience journey.

Key Responsibilities:

  • Conduct daily quality audits as per process requirement
  • Provide feedback to agents for defects identified
  • Conduct customer repeat analysis for all errors received from clients
  • Achieve monthly sampling numbers as per target
  • Complete feedback targets per QSD
  • Contribute brainwave ideas to improve process
  • Assist in preparing relevant quality reports
  • Complete RCA for all defects identified
  • Ensure QA process adheres to ISO guidelines
  • Identify improvement areas for agents and share with Deputy Manager - Quality
  • Communicate with clients when required
  • Complete calibration exercise on periodic basis as defined in QSD
  • Create error analysis/RCA report on weekly basis
  • Attend all development and quality trainings identified for QA
  • Help operations in identifying training needs for ops associates
  • Drive projects and be part of projects identified in team

Requirements:

  • Analytical skills and time management
  • Coaching and feedback
  • Conflict management
  • Interpersonal skills and people skills
  • High attention to detail and accuracy
  • Exceptional knowledge of customer care process and systems
  • Proficiency in verbal & written English
  • Strong communication and interpersonal skills
  • Excellent working knowledge of MS Word and Excel
  • Strong administrative skills
  • Excellent presentation skills
  • Ability to master new applications quickly
  • Excellent organizational, time management and co-ordination skills
  • Strong analytical ability and logical thinking style
  • High sense of accountability
  • Team player
  • Goes the extra mile

Qualifications:

  • Grade 12/Matric
  • Minimum 24 months' experience as quality assessor
  • Lean Six Sigma certification will be beneficial (yellow/green belt)
  • Insurance industry experience will be beneficial

Additional Information:

  • Afternoon and night shifts - Monday to Sunday (rotational shifts)
  • Candidates are required to have fibre or live in a fibre enabled area


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