• Application Deadline:
• Position: Quality Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 

Req ID: 6414

Location: Victoria Island, Lagos

Work Location Type: Fully Onsite

Categories: Quality Assurance

Overview

• We’re seeking a Quality Analyst with a solid background in reporting and analytics to join our team.


• This role is part of a team that provides business analytics and project leadership to support quality, consistency, and continuous improvement across the business.


• You will engage management to ensure compliance with quality standards and performance management processes.


• As Quality Analyst, you will research, analyze, and evaluate our service delivery to facilitate program improvement.


• Your data analysis will support recommendations to improve strategies, initiatives, or systems; optimize operational policies and procedures; and define best practices in support of customer and operational excellence.


• A career in tech. Work with the biggest and best names in technology:
  
  
  
  • We are looking for teammates who want to be part of the tech movement.
  
  
  • People who want to progress their career now and gain experience for tomorrow.
  
  
  • You will work with some of the biggest and best names in technology.
  
  
  
  


• Our employee mission is to help you progress in both your career and in life. To create a great experience for you that can translate to customers. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast.


• If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• Plan and conduct comprehensive audits.


• Assist business leaders in gathering and analyzing data on service performance.


• Identify and resolve potential work quality issues affecting customer satisfaction.


• Ensure adherence to quality assurance guidelines to achieve 100% customer/client satisfaction.


• Collaborate with Operations and other stakeholders to create data-driven, actionable recommendations for continuous improvement.


• Be the Voice of the Customer when driving customer excellence practices.


• Perform in-depth analysis of quality and performance data, identify gaps and opportunities for improvement, and discover customer-impacting, process compliance, or operational deficiency issues.


• Monitor and report any performance issues to the management team.


• Identify and document best practices and quality processes for customer experience and operational excellence to ensure uniform service delivery.


• Support and drive compliance with the global quality management system.


• Lead implementation of improvement activities to ensure quality continuously improves.

Qualifications

• Bachelor’s Degree or 2 years of equivalent experience in Engineering, Business Administration, Quality or any relevant field


• At least 1 year of experience in customer support and/or vendor management


• Professional fluency in both written and spoken English


• Lean Six Sigma, Yellow Belt, or Kaizen certification is preferred.


• Lean management, continuous improvement, business analysis, and program management experience are preferred.


• Proven ability to drive results in cross-functional teams and lead both local and global continuous improvement projects


• Excellent multitasking and organizational skills and attention to detail


• Proficient with Excel, PowerPoint, Visio, and Project


• Self-motivated and able to adapt quickly as situations change


• Ability to use root cause analysis to find trends and create data-driven recommendations


• Strong relationship management and collaboration skills.