Officer – Channel Quality and Compliance(Online) – Customer Services NG | MTN
Ikoyi, Lagos, South West Region, Nigeria
Reports To: Manager Channel Quality and Compliance
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Division: Customer Relations
Description
- Calibrate calls within the Online Assistance Centre to ensure compliance to Customer Relations quality management metrics.
- Conduct daily Call evaluation within the Online Assistance Centre adhering to agreed standards.
- Conduct periodic audit for the division ensuring service standards are adhered to.
- Conduct quality gap analysis.
- Conduct mystery shopping for the customer touch points.
- Conduct weekly, monthly, quarterly audits for the Online Assistance Centre.
- Deliver quality assurance (QCG) training for customer care representatives.
- Ensure digital channels are updated and uniform information is communicated across these channels.
- Assist the Channel Quality and Compliance Team Lead to ensure the implementation of the Quality Assurance recognition program.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- 3 – 7 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium-sized organization
Application Closing Date
01/30/2023
Method of Application
Interested and qualified candidates should:
Click here to apply online
