JOB TITLE: Quality Assurance Analyst
LOCATION: Alausa – Ikeja, Lagos
Employment Type: Full-time
Objective / Purpose
- 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 coach and counsel agents to modify their performance / behaviour to facilitate a high level of customer service.
Requirements
Education Qualification:
- Bachelor’s Degree from a recognized institution
Professional Qualification:
- Relevant Contact Centre operations certification.
Experience:
- Minimum of 2 years relevant contact centre work experience
- Working knowledge of appropriate CRM software and understanding of the contact center industry.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the “Job Title” as the subject of the email.
Deadline: February 28, 2021
Job Features
Job Category | Analyst/ Quality Control |