Quality Assurance Specialist, Contact Center at Huawei Technologies

Huawei Technologies is a leader in providing next generation telecommunications networks for operators around the world. The company is committed to providing innovative and customized products, services and solutions to create long-term value and potential growth for its customers.

Huawei’s products and solutions cover wireless products (HSDPA/WCDMA/EDGE/ GPRS/GSM, CDMA2000 1xEV-DO/CDMA2000 1x, WiMAX), core network products (IMS, Mobile Soft switch, NGN), network products (FTTx, xDSL, Optical, Routers, LAN Switch), application and software (IN, mobile data service, BOSS), as well as terminals (UMTS/CDMA). Major products are based on Huawei’s self-designed ASIC chips and shared platforms to provide high-quality and cost-effective products and solutions with quick response.
Huawei’s products are deployed in over 100 countries, and serve 28 of the world’s top 50 operators, as well as over one billion users worldwide.

Huawei Technologies is recruiting to fill the vacant position below:

Quality Assurance Specialist, Contact Center

Location: Nigeria/Ghana

Responsibilities:

• Perform quality assurance duties to facilitate all aspects of contact center operations achieve and exceed all KPI/SLA and customer satisfaction targets.
• Perform process improvement duties in contact center operations to continuously improve work processes, policies and procedures.
• Implement continuous improvement mechanism such as COPC, Six-Sigma, etc.
• Plan and foresee potential business and operational risks. Initiate plans and actions to protect company interests.
• Prepare and analyze internal and external quality assurance and process improvement reports for management review and analysis.

Requirements:

• University Degree holder.
• More than 3 years experience in Contact Center Quality Assurance and Process Improvement.
• Must demonstrate good knowledge and experience in Quality Management and Process Improvement in contact center operations.
• Previous management experience in managing large sized outsource and multi-language contact center operations an advantage.
• COPC certified and Six-Sigma Black Belt Achiever an advantage.
• Excellent written and spoken English.

Other Requirements:

• Experience in a Telecom Engineering Company, Telecoms Vendor or ICT is preferred and is top-priority.
• Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
• Good Customer service orientation, communication skills, good team spirit and has ability to work independently.
• Should be ready to work under pressure in all kind of working condition.
• Proficient in Microsoft office (word, excel and PowerPoint)
• Applicants should be open to learning new skills and technology
• Self-motivated, flexible, enthusiastic and fluent in English both oral arid written.
• Must be ready for international project to the other African countries.
• The successful applicant should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
• The successful applicant should be good at information gathering and analysis.

Application Closing Date
4th September, 2012

Method of Application
Interested and qualified candidates should send their application to: [email protected]
All applications must be sent via email to the outlined email address and must be received not later than 4th Septenber, 2012. Applicants should specify on their applications and CVs the Job title and the Job Position they are applying for and should send their C.V with their names and job title. All applications that do not follow the instructions above will be disqualified. Applicants that do not meet the reuirements need not bother to apply. Applicants can follow up on the recruitment adverts and available positions in the career website; visit: http://career.huawei.com/career/en
Huawei Technologies Co. Nig. Ltd
Plot 98, Adeola Odeku Street, South Atlantic Towers, Victoria Island, Lagos

NB: Each position is a fixed contract term appointment for not less than 1 year or more at first. It is renewable subject to performance.