Team Lead - Quality Analysis / Assurance at Lorache Group

Posted on Wed 16th May, 2018 - hotnigerianjobs.com --- (0 comments)

Lorache Group - Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Team Lead - Quality Analysis / Assurance

Location: Lagos

Major Deliverables
Quality:

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.

Function / Domain:

customer service / customer service reporting to hod customer service

Qualifications

Graduate / Post Graduate qualification
Desired experience: 3 to 5 years

Essential Attributes:

customer focused, result oriented, leadership quality, energetic & assertive, knowledge of avaya and reporting structure, proficient with excel, word & power point, team player desired attributes relevant industry experience, should have planning and organizing skills, good interpersonal skills.

Application Closing Date
25th May, 2018.

How to Apply
Interested and qualified candidates should send their CV's to: jobs@lorachegroup.com with the subject as position applied for.

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