Quality Assessor: Insurance Industry

4 weeks ago


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

To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.

Actively engage stakeholders for information sharing purposes regarding quality findings and trends.

Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.


Qualifications

Essential

·       Matric/Grade 12 Certificate

Experience Required

 Essential

·       Minimum 18 months’ experience as a Contact Centre Quality Assessor.

·       Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.

 Preferred

·       Quality assessment experience

·       Contact Centre experience


Additional Information

USA working hours – Monday to Sunday (rotational shifts)



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