ABOUT THE ROLE

The primary responsibility of this role is to lead quality assurance activities in Customer Experience. The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements. We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

PRIMARY RESPONSIBILITIES

• Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
• Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
• Conduct performance gap analysis and present propositions to the training unit for onward intervention
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
• Conduct regular audits on key customer related processes for the attainment of operational efficiency.
• Produce intelligence and trend reports to manage efficiency indicators of the department.

KEY COMPETENCIES

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Superb communication and Interpersonal skills
• Attention to detail and accuracy
• Problem analysis and problem-solving skills
• Self- driven and hardworking
• Ability to multitask and manage competing priorities
• Good team player
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS 

• Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
• Bachelor’s degree with a minimum of a 2:1 or equivalent
• Proficiency in Ms Office – Excel, Word, and PowerPoint
• Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
• Communicates tactfully and effectively both verbally and in writing.
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.
• Good knowledge of Paga product and services.
• Strong knowledge of customer care processes and techniques.
• Must have completed the mandatory NYSC