Khuliso Lereme

Experience

• 

  WNS Global Services SA

  Oct 2011 - now

  Provide day-to-day direction to Lead Associates.Coordinate with all departments to ensure that the Quality Targets are met.Maintain the Quality Management System that standardizes and documents all processes.Ensure compliance to contractual deliverables and address team-level issues.Implement initiatives and projects as needed in order to drive performance.Ensure that SLAs in Quality are met.Design and drives KPIs and KRAs of the team.Coordinate with all departments in implementing Quality Programs.Conduct RCA for challenged metrics.Produce Reports as needed.Keep trackers, ISO documents and other account files updated.Conduct projects to improve performance.Develop plans to minimize cost and increase productivity.Conduct trainings for quality as needed.Develop the quality team in accordance to the quality roadmap. Show less Complains Assessor: Managing customer escalations, investigation and root cause analysis of the complaint, sending regular reports to senior managementMIS: Pulling raw data and consolidating the data to be presented via a dashboard purposes using excel and Qlik View, identifying lines of business that are meeting/not meeting KPIs, improve performance in the call centre by creating visibility which allows effective management of KPIs that need attention. Creating SharePoint and excel applications. Show less

  • Deputy Manager - MIS

    Oct 2021 - now

  • Deputy Manager Quality Assurance

    Apr 2021 - Sept 2021

  • Assistant Manager-Quality

    Oct 2019 - Mar 2021

  • Complaints Assessor & part-time BI Analyst

    Mar 2015 - Oct 2019

  • Lead Associate-Quality Assurance

    Sept 2013 - Feb 2015

  • Coach

    Jul 2013 - Aug 2013

  • Agent

    Oct 2011 - Jun 2013
• 

  WNS Global Services

  Jul 2018 - Sept 2019

  BI Analyst (Quality)

  Process improvement through end-to-end process mapping. Strong Quality Assurance back-ground, lean six-sigma methodology. Skilled in MI tools such as QlikView, SharePoint Designer and advanced Excel. Voice Analysis using voice biometrics programs such as Nexidia interaction analytics. Improving key performance indicators in the telecommunication space.