Quality Assurance Analyst – QAA211

Job Information

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    Category Quality Assurance Jobs
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    Posted On Mar 31 ,2021
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    Qualifications Diploma's degree
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    Employer Name Mwanga Limited
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    Contact Email careers@mwanga.ng

Job Description

Responsibilities

  • 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).