View Jobs at Green Africa |
Full Time |
Lagos |
Posted 1 year ago |
Job Title: Specialist, gCare and Quality Assurance
Location: Lagos, Nigeria
Job Function: Commercial Studios
Employment type: Full Time
Experience Level: Entry
Workplace Type: Onsite
Job Role
- Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team
- Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction
- Monitor SLA for each gCare agent and ensure turnaround time between 25 min – 45 min
- Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month
- Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents
- Responsible for investigating customer complaints and provide corrective & prevention actions
- Overseeing high volume of calls and messages
- Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written)
- Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.
Qualifications
- Candidates should possess a B.Sc or HND in any related field
- Proven Quality Assurance experience and techniques in a call center environment
- Proficiency in the use of Microsoft Excel and Power Point
- Great attention to details and a result driven approach
- Analyze high volume of calls and messages of over 100 customers daily
- Ability to oversee a team of call center agents
- Resilience to prioritize tasks and complete them in a high-pressure environment
Must have skills:
- Time management Analytical Communication Attention to details Problem solving
- Good to have skills
- Interpersonal Decision-making Leadership Organization.
Application Closing Date
Not Specified.
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Job Features
Job Category | Specialist |