JOB TITLE: Quality Assurance Specialist
JOB LOCATION: Lagos
JOB DETAILS:
- To maintain a high and consistent level of service quality and ensure that regardless of the representative approached or the support channel used, customers always get similarly excellent service.
Job Description
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- Maintain and develop internal support and service quality standards.
- Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
- Review Service delivery and interaction in branches to ensure standards are met.
- Accompany evaluations with meaningful and constructive feedback.
- Create strategies to improve support KPIs.
- Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
- Monitor customer service performance and create reports that reflect support performance.
- Create educational materials to ensure knowledge building for all service officers and carry out trainings.
Job Experience
- First Degree in any field
- 1-2 years related experience.
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Deadline: May 18, 2021
Job Features
Job Category | Specialist |