Quality Assurance Supervisor at ConSol Limited

ConSol is the premier provider of Contact Centre Services and Business Process Outsourcing (BPO) Customer Management Solutions (CMS) in Nigeria. Our corporate vision as part of our efforts to deliver customer management solutions is Building Bridges, Creating Opportunities. Our Mission is to “Set customer-centric service standards through synergy, trust and excellence in a manner that would enhance the profitability of our stakeholders’.

We are recruiting to fill the position below:

Job Title: Quality Assurance Supervisor

Location: Alausa - Ikeja, Lagos
Employment Type: Full-time

Objective / Purpose

• Supervise the Call Centre Quality Monitoring (QM) function and responsible for assuring call quality standards are being evaluated fairly and consistently.
• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures.

Job Duties / Responsibilities / Accountabilities

• Supervise all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Co-ordinate coaching, training and development to contact centre agents
• Supervise the use of quality monitoring data management system to compile and track performance at team and individual level.
• Coordinate and facilitatecall calibration sessions for call center agents.
• Supervise the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Supervise Agents’ feedback session and provide feedback to call center Team lead and managers.
• Supervise Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
• Supervise Call Centre Agents and adhere to the policies and procedures of each Project.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification

Experience:

• Minimum of 2 - 3 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.

Application Closing Date
28th February, 2021.