Quality Assurance & Revenue Specialist at Global Profilers

Global Profilers provide a wide range of recruitment and selection services to companies in Africa. We recruit across wide range of sectors and professions in entire African region. Finding it takes specialized market knowledge combined with a genuine understanding of individual cultures & local requirements.

Our team of experienced local and international recruitment professionals has deep understanding of different african markets and providing quality placements in multiple industries. We have a dedicated and growing team of skilled personnel to acquire talent for Locals but also, Expatriates & Repatriates.

Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Quality Assurance & Revenue Specialist for our client who is an Online Travel Agency.

Job Title: Quality Assurance&Revenue Specialist

Location: Ghana
Ref: 385

Job Purpose

• The individual will ensure that established procedures and quality standards of the Company is met and monitors these against agreed targets.

Responsibilities

• Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality.
• Give feedback to Customer Care Representatives on Calls, e-mail and chat quality.
• Produce a daily/ weekly Quality assessment report.
• Capture performance management indices from Call Centre and other staff of the company.
• Identify outliers (those whose performance are far below the standard) and recommend them for training.
• Organize mystery shopping for the organization's travel centers and capture reports.
• Identify training needs based on result of continuous quality monitoring.
• Keep a library of good, average and poor calls/ e-mails and live chats.

Qualification and Experience
Skills and Requirements:

• Minimum of B.Sc. Degree.
• 2-3 years relevant work experience as a Quality Assurance Specialist in the Telecommunications/Aviation industry.
• Previous Customer Service experience.
• Excellent Communications skills.
• Strong sales and persuasive skills.

Application Closing Date
Not Stated.

Method of Application
Interested and qualified candidates should:
Click here to apply online