• Application Deadline:
• Position: Quality Assurance Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 6 - 7 years


• Location Lagos


• Job Field Customer Care 
  

Description

We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities:

• Participate in the design of interaction monitoring formats and quality standards regularly updating where required


• Conduct timely and objective performance evaluations across all the interaction channels within the CX team


• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction


• Use quality monitoring data management tools to compile and track performance at team and individual level


• Ensure compliance to standard operating procedures


• Provide meaningful and constructive feedback and recommendation


• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness


• Initiate process improvement programs where and when necessary


• Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality


• Prepare and analyze internal and external quality reports for management staff review


• Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes


• Ensure promises made to customers are being fulfilled

Requirements:

• 6-7 years Customer Support experience with a minimum of 4 year in Quality Assurance


• BSc. (MBA, PMP an added Advantage)


• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them


• Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders


• Ability to probe effectively for understanding


• Listening attentively to internal customers' complaints and compliments


• Good Analytical skills


• Excellent verbal, written and interpersonal communication skills


• Ability to multitask and successfully operate in a fast-paced environment


• Must adapt well to change and successfully set and adjust priorities as needed


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