Quality Assessor

About the role

The Quality Assessor will evaluate customer interactions across multiple channels – voice calls, email, chat and other digital touch‑points – to ensure a high‑quality customer experience and compliance with WNS standards. You will work closely with stakeholders to share insights, support continuous improvement and help maintain low‑risk operations.

Key responsibilities

• Perform quality assessments of contact‑centre interactions, scoring calls, emails and chats against defined criteria.
• Generate and present reports that illustrate trends, highlight gaps and tell the story of the customer journey.
• Collaborate with operations, training and process teams to communicate findings and drive corrective actions.
• Participate in continuous‑improvement initiatives, contributing ideas to enhance processes, systems and skill development.
• Maintain compliance with ISO 9001:2015 and Six Sigma standards where applicable.

Required profile

• Matric/Grade 12 certificate (essential).
• At least 18 months of experience as a Contact Centre Quality Assessor.
• Strong analytical mindset with attention to detail.
• Ability to work independently and engage with multiple stakeholders.

Required skills

• Intermediate to advanced proficiency in Microsoft Excel.
• Good working knowledge of Microsoft Office suite.
• Familiarity with Six Sigma (Yellow Belt) or Lean methodologies.
• Understanding of ISO 9001:2015 quality standards.

What we offer

• Clear career path with coaching, mentoring and professional development.
• Engaging culture focused on performance, recognition and community impact.
• Opportunity to work within a global BPO leader serving diverse industry verticals.