Quality Assurance Analyst
Job Details
Full Job Description
Job Objective
This
position will be part of the Customer Experience team that is based in
Lagos, Nigeria, led by the Head of Customer Experience.
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
- Feedback- 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
Quality Assurance Analyst
ENGIE Energy Access
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