Team Lead - Quality Analyst at Proten International

Posted on Tue 13th Feb, 2018 - hotnigerianjobs.com --- (0 comments)

Proten is an international Human Capital Development firm that offers a wide range of Training, Coaching and Consulting services to individuals, small businesses and corporate and governmental organisations.

We are recruiting to fill the position below:

Job Title: Team Lead - Quality Analyst

Location: Lagos

Responsibilities

To monitor transaction quality of agents over phone, email & chat transcripts
To maintain performance report of individual Team Members
Audit processes for identifying process gaps and provide inputs for process efficiency
Prepare monthly performance reports for Management reviews & Action Plan
Conduct Root Cause and Training Need Analysis for various process
Responsible for team motivation and Create team synergy for enhanced KPI performance
Prepare certification module and evaluate each batch before release to operations teams
Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Essential Qualifications

Minimum of 3 years experience in a similar role
Knowledge of AVAYA and reporting structure
Proficient with Excel, Word & Power point, Team Player
Customer Focused, Result oriented, Leadership quality, Energetic & Assertive

Application Closing Date
14th February, 2018.

Method of Application
Interested and qualified candidates should send their CV's with the subject "Team Lead - Quality Assurance" to: [email protected]

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