Quality Assurance Specialist at Sterling Bank Plc

Title: Quality Assurance Specialist | Location: Lagos | Type: full-time | Specialization(s): Quality Assurance/Control

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Summary

  • 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.

Description

  • 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.

Experience

  • 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