Quality Assurance Specialist at Renmoney Full Time NEW

Job Title: Quality Assurance Specialist

Location: Lagos
Employment Type: Full-time

Description

• You will be responsible for assessing and improving the performance of our customer interactions across various communication channels.
• This role will focus on ensuring that our call center associates maintain high standards of service quality, with a focus on customer satisfaction and regulatory compliance.

Key Responsibilities

•  Quality Audits & Reviews: Regularly assess the quality of performance for call center associates interacting with customers across all available communication channels (phone, email, web/live chat, social media, etc.).
•  Customer Feedback Analysis: Analyse customer feedback (CSAT, DSAT) to spot trends and recommend improvements based on insights.
•  Performance Evaluation: Evaluate agent performance using the Renmoney QA scorecard, providing actionable insights to help agents improve their service and effectiveness.
•  Coaching Support: Offer on-the-job feedback based on audit findings, guiding agents to enhance their communication skills and customer interaction strategies.
•  Process Improvement: Identify opportunities to optimize processes and contribute to the development of new guidelines and frameworks that improve the overall customer experience.
•  Collaboration with Teams: Work closely with cross-functional teams to ensure alignment with operational goals, service standards, and customer satisfaction objectives.
•  Training & Development: Identify performance gaps and training needs, propose strategies for improvement, and assist with developing training programs for customer service agents.
•  Report Generation: Provide detailed monthly reports on agent performance, quality metrics, and compliance adherence

Requirements

• A minimum of 2 years of experience in a quality assurance or customer service role.
• A Bachelor’s Degree in any field.
• Outstanding communication skills, both verbal and written.
• An analytical mindset with a keen eye for detail and the ability to spot trends.
• A passion for coaching and helping others improve.
• Familiarity with contact centre technology and tools.
• Strong problem-solving abilities and a proactive approach to challenges.

Benefits

• You’ll receive competitive compensation and work with amazing people.
• You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.

Application Closing Date
Not Specified.