Quality Assurance Analyst needed at Engie Africa

Job Expired
1 year ago

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

  • This job has expired!

Connect with us