• Application Deadline:
• Position: Nigeria Quality Assurance Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  

Department: Customer Experience

Reporting to  Head of Customer Expérience

Job Objective 

• This position will be part of the Customer Experience team that is based in Lagos, Nigeria, led by the Head of Customer Experience.


• The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. 


• The Quality Assurance Analyst will monitor inbound and outbound calls to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. 


• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

Responsibilities

• Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.


• Submit periodic reports to your team lead on the call quality of CSRs.


• Train CSRs/SCAs to improve interpersonal skills, technical accuracy, adherence to call scripts and ability to solve customer issues in a timely manner.

Deliverables and Activities

• Quality Control


• Call Monitoring- Perform call monitoring and provide trend data to the management team and track individual and team performance.


• Call Scripts and Procedures-


• Develop call scripts and procedures for CSRs to use during calls with customers.


• Feedback and Training- Provide feedback to call center team leaders and managers to help improve CSR performance.


• Call Calibration- Coordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance.


• Training Materials- Develop training materials for CSRs to use in interactive learning sessions.


• Training Sessions- Handle training sessions on identified skill gap and product knowledge refreshers.


• Identifying Customer Needs-


• Listening Programs- Participate in customer and client listening programs to identify customer needs and expectations.


• Measure Service Quality-


• NPS/CSAT- Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers

Required Skills & Experience

• Relevant Bachelor's Degree


• At least 3 years Call Centre experience


• Comfortable with analysis and interpretation of qualitative and quantitative data


• Good written and verbal communication skills (English)


• Must be proficient with Microsoft Office (intermediate Word, basic Excel)


• Ability to collaborate with multidisciplinary and diverse teams


• Ability and drive to work independently

Highly Desired Skills:

• Ability to organize, multi-task and prioritize tasks


• Willingness and desire to learn new ideas.


• High level of emotional intelligence


• Ability to work both in teams and independently


• Critical thinking skills (ability to think outside the box)


• Good problem-solving skills (solutions oriented)


• Good influencing and interpersonal skills