JOB TITLE: Hausa Speaking (Contact Center) Quality Assurance Analyst
JOB LOCATION: Oshodi, Lagos
Employment Type: Full-time
JOB DETAILS
- QA Analyst will be responsible for working with both agents and Call Centre management to ensure that all aspects of quality assurance and adherence are aligned with client and corporate expectations.
- QA Analyst will conduct live monitoring, call research and is responsible for scheduling and facilitation client calibration sessions when appropriate.
Job Duties / Responsibilities / Accountabilities
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- Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
- Implement the use of coaching, training and development to contact centre agents
- Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
- Execute and facilitates call calibration sessions for call center agents.
- Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
- Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
- Monitor Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
Education Qualification
- Bachelor’s Degree from a recognized institution
Experience:
- Minimum of 2 years relevant work experience in a Contact Centre
- Working knowledge of appropriate CRM software and understanding of the Contact Center industry
Salary
N90,000 Monthly.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.
Note: Only shortlisted candidates will be contacted.
Deadline: November 26, 2021
Job Features
Job Category | Analyst/ Quality Control |