• Application Deadline:
• Position: Quality Analyst


• Job Type Full Time , Remote


• Qualification BA/BSc/HND


• Experience 1 year


• Location Lagos


• Job Field Administration / Secretarial 
  

Description

• This role will implement and manage a knowledge management system, training, and quality management program in support of customer-facing interactions including onboarding, relationship management, and omni-channel support.


• This role will report to the Training and Quality Management Lead of Customer Success.

Responsibilities

• Creating and maintaining documented standard operating procedures


• Creating, maintaining, and delivering knowledge articles and training programs


• Managing the Quality Management function, to ensure best practices are communicated and followed


• Overseeing and conducting Quality Assurance of transactions and processes to ensure service requirements individually and from an end-to-end process perspective are maintained with statistically valid sampling.


• Providing quality results at an individual, team, and department level.


• Providing monthly, quarterly, and annual quality reviews. Provides detailed reporting along with recommendations for quality improvements.


• Identify and remedy defects within our call center process


• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved


• Compile and analyze statistical data


• Ensure that user expectations are met


• Draft quality assurance policies and procedures


• Investigate customer complaints and product issues

Requirements

• An ideal candidate should have at least 1 year of experience in a call center


• Willingness to learn with a growth mindset


• Attention to details


• Strong analytical and reporting skills


• The candidate should also have good computer skills (MS Word, Excel, PowerPoint)


• Excellent communication


• Interpersonal skills.

Benefits

• Work alongside & learn from best-in-class talent


• Join a market leader within the Insurance space


• Attractive Salary & benefits


• Unlimited leave days


• Free office lunch


• Fantastic work culture


• Work and learn from some of the best in the industry


• Great work-life balance.