Quality Assurance Analyst At Tizeti Network Limited (Wifi.com.ng)

Job Details

Job Title: Quality Assurance Analyst At Tizeti Network Limited (Wifi.com.ng)
Organisation: Tizeti Network Limited (Wifi.com.ng)
Location: Lagos State
Min Work Experience: 1-3 year(s)
Qualification: B.Sc
Industry: Business Strategy/ Management
Course: RELATED DISCIPLINE
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Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We offer commercial and residential Internet to estates, hotels and multi-tenant buildings.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst

Location: Lagos

Job Description

  • Ensure that set standards on call and email handling are met and are handled with excellence.
  • Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring.
  • Daily monitoring and evaluation of agents’ activities on all Contact Center channels (Emails, Telephone, Live chat etc.)
  • Deliver a consistent approach to standardizing customer interactions.
  • Train/coach 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.
  • Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
  • Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Requirements

  • First Degree in any discipline
  • A Master’s Degree or other professional qualification will be an added advantage
  • 1-3 years cognate experience
  • Knowledge of call center structures, policies, and procedures.
  • Knowledge of customer service and service level monitoring.
  • Knowledge of all Company’s full range of products.
  • Knowledge of regulations governing the management of products and services.
  • Knowledge of what constitutes effective service delivery.

Application Closing Date
Not Specified.

APPLY HERE
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