Overview
Quality Analyst – Call Centre Jobs in Cape Town, South Africa at WNS Global Services
Position: Quality Analyst – Insurance Call Centre – US Hours
Job Description
Primary Duties & Responsibilities
· The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits.
· Conduct call assessments checks to meet SLA’s;
· Provide assessment feedback to the agents;
· Attend and manage calibrations with operations teams and the client;
· Conduct quality audits and provide feedback to managers;
· Hold regular meetings with team leaders and agents;
· Ensure accurate data capturing;
· Continually examine opportunities for quality improvements;
· Maintain library of model documents, templates, or other reusable knowledge assets;
· Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.
· Document processes and identify areas for improvement;
· Adapt to change quickly, in a fast-paced environment;
· Prioritize and manage workflow
Qualifications
Desired Experience and Skills
· Any Undergrad/ Grad / Post Grad
· Insurance Experience preferred
· Proficient in MS Office (Word, Excel & Outlook)
· High Attention to details
Additional Information
24×7 Operations – Main shifts between 2PM and 2 AM
Title: Quality Analyst – Call Centre
Company: WNS Global Services
Location: Cape Town, South Africa
Category: Quality Assurance – QA/QC (QA Specialist / Manager)
