Lead Associate - Quality (Afternoon & Night Shift)
WNS Global Services
Cape Town, WC, ZA
4h ago

Job Description

To enhance the customer experience journey by 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.


Essential : Matric / Grade 12 Certificate

Preferred :

  • Continues Improvement e.g. Yellow Belt Six Sigma. External : Lean or Six Sigma
  • ISO 9001 : 2015
  • Additional Information


  • Minimum 24 months experience as a quality assessor
  • Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.
  • Preferred

  • Quality expertise for North American market
  • Experience as a quality assessor in Insurance
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