Call Center Quality Assurance Manager at CornerStone Staffing

Posted on Mon 12th Nov, 2018 - hotnigerianjobs.com --- (0 comments)

Cornerstone Staffing - Our client, a big player in the FMCG Industry is looking to recruit qualified candidates to fill the vacant position below:

Job Title: Call Center Quality Assurance Manager

Location: Lagos

Job Description

The Quality Assurance Manager is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.
The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Responsibilities

Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
Perform review of contacts from all channels to ensure adherence to quality assurance standards
Convert concepts and abstracts into tangible and digestible material/programs
Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
Lead QA site calibration and identify process improvements relating to contacts and behaviors
Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
Present stakeholders with observations and trends identified during contact review
Lead compliance enforcement including reporting and trend analysis
Create new metrics and dashboards to measure and improve quality metrics.
Be the voice, advocate and key point of contact (from the QA perspective) for local teams

Education and Experience

Minimum of Bachelor of Science in a relevant business discipline.
8+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
Successful track record leading projects, process improvements or operations, possibly in a CS environment
3+ years of reporting / analytical experience with quality assurance programs or relevant contact center experience.
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio

Skills and Competencies:

Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
Results orientated with a bias for action, taking responsibility and owning delivery.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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