Quality Assurance Analyst needed at Engie Africa
Job title : Quality Assurance Analyst jobs in Lagos
Job Location : Lagos
Deadline : April 20, 2023
Quick Recommended Links
Job Objective
- The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.
- The Quality Assurance Analyst will monitor inbound and outbound calls 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 customer experience.
Responsibilities, Deliverables and Activities
Key Responsibilities
- Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.
- Submit periodic reports to your team lead on the call quality of CSRs.
- Train CSRs/SCAs to improve interpersonal skills, technical accuracy, adherence to call scripts and ability to solve customer issues in a timely manner.
Deliverables and Activities
- Quality Control
- Call Monitoring- Perform call monitoring and provide trend data to the management team and track individual and team performance.
- Call Scripts and Procedures-
- Develop call scripts and procedures for CSRs to use during calls with customers.
- Feedback and Training– Provide feedback to call center team leaders and managers to help improve CSR performance.
- Call Calibration- Coordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance.
- Training Materials– Develop training materials for CSRs to use in interactive learning sessions.
- Training Sessions- Handle training sessions on identified skill gap and product knowledge refreshers.
- Identifying Customer Needs-
- Listening Programs– Participate in customer and client listening programs to identify customer needs and expectations.
- Measure Service Quality-
- NPS/CSAT– Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers
Required Skills & Experience
- Relevant Bachelor’s degree
- At least 3 years Call Centre experience
- Comfortable with analysis and interpretation of qualitative and quantitative data
- Good written and verbal communication skills (English)
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- Ability to collaborate with multidisciplinary and diverse teams
- Ability and drive to work independently
Highly Desired Skills
- Ability to organize, multi-task and prioritize tasks
- Willingness and desire to learn new ideas.
- High level of emotional intelligence
- Ability to work both in teams and independently
- Critical thinking skills (ability to think outside the box)
- Good problem-solving skills (solutions oriented)
- Good influencing and interpersonal skills
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
- Customer Service jobs
- Quality Assurance Analyst jobs