Lead Associate - Transactional Quality at WNS Global Services SA

Job Description

• 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.

Qualifications

• 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