Quality Assurance Specialist
2 months ago
Quality Assurance Specialist – A Key Role in Delivering Excellence
At WNS Global Services, we are committed to delivering exceptional customer experiences. As a Quality Assurance Specialist, you will play a vital role in enhancing our customer journey by quality assessing call centre interactions. This includes evaluating calls, emails, chats, and other customer touchpoints to ensure that they meet our high standards.
Key Responsibilities
- Evaluate call centre interactions to identify areas for improvement
- Develop and implement quality assurance processes to ensure consistency and excellence
- Collaborate with stakeholders to share quality findings and trends
- Contribute to Continuous Improvement initiatives to enhance compliance, processes, systems, and skills
Qualifications and Experience
- Matric/Grade 12 Certificate (Essential)
- Continues Improvement e.g. Yellow Belt Six Sigma (Preferred)
- ISO 9001:2015 (Preferred)
- Minimum 18 months' experience as a Contact Centre Quality Assessor (Essential)
- Computer literacy (MS Office) at an intermediate to advanced level (Essential)
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