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Centurion

    Quality Assessor - Centurion, South Africa - WNS Global Services

    WNS Global Services background
    Description
    Job Description

    Role Purpose

    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

    Qualifications Required

    Essential

    · Matric/Grade 12 Certificate

    Preferred

    · Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma

    · ISO 9001:2015

    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


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