Title: Quality Assurance Specialist | Location: Lagos | Type: full-time | Specialization(s): Quality Assurance/Control
- To maintain a high and consistent level of service quality and ensure that regardless of the representative approached or the support channel used, customers always get similarly excellent service.
- Maintain and develop internal support and service quality standards.
- Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
- Review Service delivery and interaction in branches to ensure standards are met.
- Accompany evaluations with meaningful and constructive feedback.
- Create strategies to improve support KPIs.
- Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
- Monitor customer service performance and create reports that reflect support performance.
- Create educational materials to ensure knowledge building for all service officers and carry out trainings.
- First Degree in any field
- 1-2 years related experience.
Application Closing Date
18th May, 2021.
How to Apply
Interested and qualified candidates should:
Click here to apply