Quality Assessor - Call Centre

About the role

WNS South Africa, a Business Process Outsourcing (BPO) provider operating since 2003, is hiring a Quality Assessor in Cape Town. The role enhances the customer experience by assessing call centre interactions (calls, email, chat and others), enabling low-risk day-to-day operations and producing reports on the customer journey. It involves active stakeholder engagement on quality findings and trends and contributing to continuous improvement of compliance, processes, systems and skills.

Key responsibilities

• Carry out daily quality audits as required by process
• Give feedback to agents on defects found
• Run customer repeat analysis on client-reported errors
• Meet monthly sampling targets and feedback targets set in the QSD
• Complete root cause analysis (RCA) for every defect and create a weekly error analysis report
• Contribute ideas to improve processes and help prepare quality reports
• Share agent improvement areas with the Deputy Manager - Quality and communicate with clients when needed
• Take part in calibration exercises and quality trainings, and help identify training needs for operations associates
• Drive and take part in team projects
• Ensure the QA process follows ISO guidelines

Required profile

• Grade 12 / Matric qualification
• At least 24 months of experience as a quality assessor
• Lean Six Sigma certification (yellow/green belt) and insurance industry experience are beneficial
• Rotational afternoon and night shifts, Monday to Sunday; candidates must have fibre internet or live in a fibre-enabled area

Required skills

• Excellent knowledge of customer care processes and systems
• Strong analytical, organisational and time-management skills
• Excellent verbal and written English and strong communication skills
• Working knowledge of MS Word and Excel