Job Description

DelonJobs is seeking to hire a Quality Assurance Analyst .candidate must have a bachelor’s degree with at least 2years experience in a similar job role. salary is 4.3-5 million. If you are interested in the position, kindly send your updated CV with subject ” to cv@delon.ng.

• Execute all aspects of Quality Assurance, such as call monitoring, evaluation and calibration scoring.
• Prepare and analyse internal and external quality reports for management staff review.
• Implement the use of coaching, training and development to contact centre agents
• Implement quality monitoring of data management system to compile and track performance at team and individual level.
• Execute and facilitate call calibration sessions for call centre agents.
• Schedule, facilitate and document regular quality – improvement meetings.
• Execute Agents’ feedback session and provide feedback to call centre team leads and managers.
• Monitor Agent performance/behaviour in a call centre and coach/counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
• Perform other duties as assigned.

Requirement / Qualities

• Minimum of Ordinary National Diploma.
• Minimum of 2 years relevant Contact Centre experience
• Knowledge of appropriate CRM software and understanding of the contact centre Trends.
• Relevant Quality Assurance/Contact Centre certification.
• Excellent verbal, written and interpersonal communication skills;
• Proficiency in Igbo/Hausa language is an added advantage.
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be a self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Solid time-management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel, PowerPoint).