• Application Deadline:
• Position: Quality Assurance Analyst



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Summary

Responsible for ensuring the highest quality standards in customer service and operational processes within the customer experience and collections team.

Job Details

Quality Monitoring:

• Regularly monitor and evaluate customer interactions across various channels (phone, email, chat, etc.) to ensure adherence to quality standards and procedures.


• Use quality monitoring tools and techniques to assess performance and identify areas for improvement.


• Analyze and score customer service interactions and collections agent based on predefined criteria.


• Provide detailed feedback to customer service representatives and collection representatives on their performance.


• Identify training needs and opportunities for skill enhancement.


• Prepare and present regular reports on quality assurance findings and performance metrics.


• Send daily evaluation reports to the team copying their supervisors.


• Prepare monthly, quarterly and annual Quality Assurance reports with documentations.


• Conduct root cause analysis of issues identified during quality assessments and suggest corrective actions.


• Track the implementation and effectiveness of improvement initiatives.

Compliance, Standards and Improvement:

• Develop standard response templates for email queries and collections communications.


• Develop necessary scripts for customer engagement and update them periodically (as required).


• Review general communications to be sent to external customers/prospects for standardization.


• Check that interactions are properly documented


• Evaluate the communication process to ensure it conforms to standards.


• Ensure compliance with internal policies, procedures, and regulatory requirements.


• Stay updated on industry best practices and incorporate them into the quality assurance process. 


• Identify trends and patterns in customer interactions and service delivery.


• Recommend and implement process improvements to enhance service quality and efficiency.


• Collaborate with the Team Lead Quality Assurance and Head, Collections & Recovery to develop and update quality assurance guidelines and procedures.

Training Support and Collaboration:

• Knowledge Hub development and Management - Gather all relevant information regarding the organization, unit’s processes and activities and create a knowledge hub that would house these details for easy access by the teams while attending to customers.


• Update information contained in the hub daily/when required.


• Develop training manuals/materials to address gaps identified during evaluations and deliver trainings to tele-units’ staff.


• Set test questions to assess the product knowledge of the tele-units’ staff, deploy tests monthly (last week of every month) and share test results and answers with team members. 


• Participate in the development and delivery of training programs for customer service representatives.


• Schedule and provide ongoing coaching sessions with the teams to give real time feedback on gaps identified and support to ensure adherence to quality standards.


• Obtain direct feedback from the team on factors affecting performance and proffer solutions or escalate appropriately


• Assist in creating training materials and documentation.


• Work closely with the customer experience team and other departments to address quality-related issues.


• Participate in quality assurance meetings and strategy sessions.


• Support the Team Lead Quality Assurance and Head, Collections & Recovery in various quality assurance initiatives and projects.

Requirements

• Bachelor’s degree in business administration, Quality Management, or a related field


• Minimum of 2-3 years of experience in a quality assurance role, preferably in a customer service or financial institution environment.


• Proven experience in quality monitoring and performance evaluation. 


• Proficiency in using quality monitoring tools and software

COMPETENCIES REQUIREMENTS:

Technical:

• Business Development


• Customer Experience Management 


• Customer Relationship Management 


• Customer Service 


• Data Analysis


• Financial Analysis 


• Market Research and Consumer Behaviour


• Quality Assurance 


• Sales Management

Behavioral:

• Entrepreneurial Mindset


• Excellence


• Execution


• Energy


• Empathy


• Evolution


• Emotional Intelligence


• Business Acumen


• Decision-Making


• Result Oriented


• Strategic Thinking


• Communication written & verbal


• Stakeholder Management


• Developing Others


• Analytical Thinking


• Leading Change


• Managing Risk


• Service Orientation

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter


• Technical interview 


• Assessment


• Interview with Senior members of the team


• Cultural and Behavioural Fit Interview with a member of the Executive team.