• Application Deadline:
• Position: Specialist, gCare and Quality Assurance


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Administration / Secretarial 
  

Qualifications

• BSC or HND degree in any related field.


• Proven Quality Assurance experience and techniques in a call center environment.


• Proficiency in the use of Microsoft Excel and Power Point.


• Great attention to details and a result driven approach.


• Analyze high volume of calls and messages of over 100 customers daily.


• Ability to oversee a team of call center agents.


• Resilience to prioritize tasks and complete them in a high-pressure environment.

Job role

• Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team.


• Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction.


• Monitor SLA for each gCare agent and ensure turnaround time between 25 min - 45 min.


• Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month.


• Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents.


• Responsible for investigating customer complaints and provide corrective & prevention actions.


• Overseeing high volume of calls and messages.


• Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written).


• Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.