• Application Deadline: Thu, 1 Feb 2024 00:00:00 GMT
• Position: Quality Assurance Lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Customer Care 
  

Job Summary

• The Quality Assurance Lead is responsible for creating processes and owning the systems that guide the operations of the Customer Experience Team at a location.


• You demonstrate good leadership in managing the team, collaborating with both internal and external stakeholders to ensure that the Shuttlers team delivers on its promises to Customers.

Responsibilities

• Design a detailed quality guide for all interactions and onboards the Customer Experience team into the system


• Monitor and evaluate inbound and outbound interaction quality using a standard operating procedure.


• Generate regular periodic reports and share insights on the impact on business 


• Track issues in the quality monitoring system or tools and analyze the results.


• Provide feedback to improve performance and develop training programs.


• Work with other teams to define quality standards/metrics.


• Design and get approval for the Customer Experience dashboard


• Onboard the Customer Experience team to the quality guide


• Prepare performance reports for the Customer Experience team


• Set performance metrics for people and processes in the Customer Experience team


• Create standardized communication templates for all categories of customer inquiries and/or issue resolutions


• Prepare and submit manpower plan for Customer Experience Team


• Standardized process documentation template for department


• Publish periodic reports with insights on business impact


• Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress


• Managing work schedules and overtime hours for the team, making sure that all shifts are covered


• Conducting training sessions to help employees improve their skills and learn new processes


• Reviewing incoming calls or chats to determine how best to respond to customer inquiries


• Scheduling meetings to discuss issues or concerns with customers or other departments within the company


• Monitoring call center activity to identify opportunities for improvement or resolve problems in real-time


• Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations

Requirements

• At least 4 years of experience in Quality Assurance, Customer Experience, or Operations 


• Proven experience in the use of CRM tools 


• Ability to use strong data analysis tools to share insight 


• Excellent communication skills with the ability to create detailed reporting 

Benefits

• Health insurance


• Paid time off and holidays


• Access to our services


• Opportunities for career growth and development