Quality Assurance Specialist at Tizeti Network Limited Full Time

Job Title: Quality Assurance Specialist

Location: Nigeria

Job Description
The Quality Assurance Officer is responsible for:

• Ensuring that set standards on call and email handling are met and are handled with excellence.
• Daily monitoring and evaluation of agents’ activities on all Contact Center channels (incoming/outgoing calls, Emails, etc) and providing regular feedback for training, coaching and mentoring.
• Delivering a consistent approach to standardize customer interactions.
• Training /coaching agents to develop and imbibe excellent call – handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
• Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Key Responsibilities

• Assess the quality of the performance of the C all C enter advisors who deal with our existing and potential customers across available communication channels (Phone, Em ail, etc.), by rating the effectiveness of Contact Center advisors; providing quality rati​ngs against set quality monitoring scorecard; identifying training needs; developing training programs; conduct training.
• Review inbound and outbound voice and emails interactions, to ensure that agents’ performance are in line with the pre-defined standards.
• Ensure compliance with standard operating procedures.
• Conduct timely and objective performance evaluations across all the interaction channels within the teams
• Use quality monitoring data management tools to compile and track performance at team and individual levels.
• Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve Service Quality.
• Prepare and analyze internal and external quality reports for management staff review.
• Collaborate with other members of our team to ensure that all target s are met and optimized.

Requirements

• University Degree or HND with a 2.1/Upper Credit, minimum.
• A Master’s Degree or other professional qualification will be an added advantage.
• Minimum of 3 years experience working in quality assurance, customer service and/or Contact Center environments.
• Have an instinct for anticipating and handling problems, crafting solutions, and communicating them to management.
• Listening attentively to customers’ complaints and compliments.
• Good Analytical skills.
• Excellent verbal, written and interpersonal communication skills.
• Ability to multitask, collaborate with other team members, 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 (Excel, PowerPoint, and MS word ).
• Fluency in multiple languages may be desired.

Application Closing Date
Not Specified.