Job Title: Quality Assurance Analyst
Location: Yaba, Lagos
Department: Customer Experience
Employment type: Full-time
Sector: Financial Services
Career Level: Grade 5
Report to: Manager, Service Delivery
About the Role
- The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
- The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
- We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.
Primary Responsibilities
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- Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
- Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
- Conduct performance gap analysis and present propositions to the training unit for onward intervention
- Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
- Conduct regular audits on key customer related processes for the attainment of operational efficiency.
- Produce intelligence and trend reports to manage efficiency indicators of the department.
Knowledge and Skill Requirements
- Bachelor’s Degree with a minimum of a 2.1or equivalent
- 3-4 years related experience with at least 2years’ experience within a contact center environment required.
- Proficiency in Ms Office – Excel, Word, and PowerPoint
- Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
- Communicates tactfully and effectively both verbally and in writing.
- Flexibility and adaptability to new instructions and/or dynamic organisational priorities
- Must be a team player and able to work collaboratively with and through others.
- Good knowledge of Paga product and services.
- Strong knowledge of customer care processes and techniques.
- Must have completed the mandatory NYSC.
Key Competencies:
- Organisational and planning skills
- Excellent communication skills – verbal and written
- Superb communication and Interpersonal skills
- Attention to detail and accuracy
- Problem analysis and problem-solving skills
- Self- driven and hardworking
- Ability to multitask and manage competing priorities
- Good team player
- Flexibility.
Application Closing Date
Not Specified.
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Job Features
Job Category | Analyst/ Quality Control |