Transactional Quality Analyst at WNS Global Services

Milnerton, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Centre Interaction Assessment, Reporting, Stakeholder Engagement, Continuous Improvement, Compliance, Process Improvement, System Improvement, Skill Improvement, Lean, Six Sigma, ISO 9001:2015

Industry

Business Consulting and Services

Description

Company Description WNS (Holdings) Limited (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. 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. 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. Qualifications Matric/Grade 12 Certificate• 12 months experience in a similar role Lean or Six Sigma ISO 9001:2015 Additional Information US Night Shift

Responsibilities

The main duties involve assessing call center interactions across various channels to enhance the customer experience journey, ensuring low-risk and zero-surprise business as usual operations. This includes producing reports detailing customer experience trends and actively engaging stakeholders to share quality findings.