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WNS (Holdings) Limited is a global Business Process Management (BPM) leader, serving various industries and offering business value to 400+ global clients.
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;
Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders;
Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.
A Matric/Grade 12 Certificate or equivalent; Tertiary qualification would be advantageous but not essential.
Proficiency in Microsoft Office packages (Word, Outlook, Excel); Excellent interpersonal and communication skills;
High attention to detail and accuracy.
The ability to: Analyze, validate and interpret data/reports;
Multi-task, work under pressure and cope with high volumes of work;
Document problems and assist in their resolution;
Document processes and identify areas for improvement;
Adapt to change quickly, in a fast-paced environment;
Prioritize and manage workflow
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