• Application Deadline: Sat, 31 Aug 2024 00:00:00 GMT
• Position: Quality Assurance Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Job Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to agents and line manager


• Reviews email responses and provides trend data, quality reports, and feedback to agents and line manager


• Participates in the design of call/email monitoring formats and quality standards.


• Participates in Member listening programs to identify customer needs and expectations.


• Facilitates call training and calibration sessions for call centre staff.


• Perform other duties as assigned.

Occupational Experience & Requirements

• 2-3 years Call Center Experience.


• Outstanding customer service skills and dedication to providing exceptional customer care.


• Focus on quality and customer service.


• Exceptional listening, comprehension and analytical skills.


• Solid time management skills.


• Creative ability & writing proficiency.


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


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


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

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills


• Keen attention to detail


• Good judgment and decision-making capabilities


• An effective time manager who can perform in a fast-paced, deadline-oriented environment


• Knowledge of Microsoft Office Suite Products