Quality Assurance Analyst at Fenix International

Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.17 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst

Location: Lagos, Nigeria
Position: Full-time
Team: Customer Experience

Job Overview

• This position will be part of the Customer Experience team that is based in Lagos, Nigeria, led by the Head of Customer Experience.
• The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.
• The Quality Assurance Analyst will monitor inbound and outbound calls to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.
• We are building a diverse and inclusive team and this opportunity is open to any qualified internal and external applicants.

Key Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Required Skills & Experience

• Relevant Bachelor's degree
• At least 2 years Call Centre experience
• Comfortable with analysis and interpretation of qualitative and quantitative data
• Good written and verbal communication skills (English)
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Ability and drive to work independently.

Compensation
Competitive salary & benefits commensurate with education and experience.

Application Closing Date
Not Specified.

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

Application Instructions:

• Please submit your resume and cover letter through the above link.
• In your cover letter, please be sure to highlight the following:
  • Why you are interested in Fenix International, and
  • What excites you about this particular role.

Note: We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.