Quality Analyst - South Africa
WNS
Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400 global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group's over 41,000 Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000 people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community. Monitor calls on a daily basis and provide constructive feedback to customer service advisors Create reports on a weekly/monthly basis for management reporting Play an important role in achieving team targets Coordinate with the respective Team leaders/managers regarding associate performance on quality Ensuring quality audits are done as per defined frequency Identify the training requirements of the associates and suggest the same to the training team Initiate and organize process improvement methods and techniques Ensure that core standards defined within the process are strictly followed Establishing, implementing and maintaining QA framework across all departments Keeping track of feedbacks to associates and effectiveness to ensure exceptional service delivery. Qualifications Matric Ability to develop, maintain and improve quality system standards, procedures and controls Knowledge of role based performance scorecards as well as the design of process performance scorecards Experience in conducting regular performance review of quality objectives/targets/metrics to ensure its suitability/ adequacy and effectiveness for internal teams as well as business partners Data analysis with strong analytical skills with an ability to draw conclusions from data Error analysis and root cause conduct RCA's/studies to identify reason for customer dissatisfaction/process failure and suggest actions. Additional Information retails experience will be preferable and that it is a 24/7 shifted environment. Location is Century City.
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