Quality Assurance Analyst - Call Centre At My Careerlity

Job Details

Job Title:	Quality Assurance Analyst - Call Centre At My Careerlity
Organisation:	My Careerlity
Location:	Lagos State
Min Work Experience:	3-4 year(s)
Qualification:	B.Sc / HND
Industry:	Customer Service
Course:	Related Discipline

Recommended links

My Careerlity, a Human Resources Services company is recruiting suitably qualified candidates to fill the position below:

Job Title: Quality Assurance Analyst - Call Centre

Location: Lagos
Job Type: Full Time

Role Summary

We are looking to hire a Call Centre Quality Assurance Officer. You will be responsible for assessing the quality of our Telesales agents interactions existing and potential customers.
The QA will monitor inbound and outbound call and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customers experience.

Responsibilities

Participates in design of call monitoring formats and quality standards.
Maintain and develop internal support and call center quality standards.
Performs call monitoring and provides trend reports.
Monitoring the quality of Telesales customer related email responses.
Analyze Telesales individual and team performance against customer service metrics.
Help agents improve their performance with specific feedback and constant support.
Plan and support Telesales agents onboarding programs.
Monitor customer service performance on the agent and team level.
Other tasks as required.

Requirements

Hands-on experience in quality assurance.
At least 3 - 4 years experience in the call centre space.
Outstanding customer service skills and dedication to providing exceptional customer care.
Exceptional listening and analytical skills.
Great people skills and ability to effectively communicate feedback.
Good organizational skills.
Understanding of creation, implementation and measurement of support metrics.
Understanding of how communication quality impacts business performance.
Problem-solving capabilities.
Bachelor's degree / HND in relevant field.

How to Apply
Interested and qualified candidates should kindly send their CV to: mycareerlity@gmail.com using the Job Title and your Full Name as the subject of the mail.

0906 809 7513

Quality Assurance Analyst - Call Centre At My Careerlity

Job Details

Email me jobs like this

LATEST RELATED JOB VACANCIES IN NIGERIA

CALL REP AT A REPUTABLE RESEARCH RELATED COMPANY

Waitress At PC Recruit Nigeria

Customer Service Agent At Maersk

LATEST JOBS BY STATES

JOBS BY INDUSTRIES

Subscribe to Free Job AlertEnter your email below and click subscribe

RELATED JOBS

CALL REP AT A REPUTABLE RESEARCH RELATED COMPANY

Waitress At PC Recruit Nigeria

Customer Service Agent At Maersk

LATEST JOB VACANCIES

Business Development Manager At Lead Enterprise Support Company Limited

Floor manager at automobile repair garage

FINANCE OFFICER

PROJECT DEPARTMENTS

Subscribe to Free Job Alert
Enter your email below and click subscribe