Call Centre Quality Assurance Specialist at uLesson Education Limited

uLesson is a venture-backed education technology business whose mission is to enable African learners to reach their maximum potential by making high-quality digital education services widely accessible. Our app hosts thousands of educational video tutorials that combine quality lessons delivered by expertsin education, with digital animations and illustrations to explain key concepts; thereby, providing studentswith a learning experience that is unprecedented in its richness, scope, interactivity, and effectiveness.

We currently provide students between the grades of 1 and 12 with access to high-quality, curriculum-relevant, animated video lessons. At the moment, our uLesson App has been downloaded over 2 million times and we’ve been featured by credible media houses like CNN, Venturebum, Techcrunch, Quartz and Business insider.

We are recruiting to fill the position below:

Job Title: Call Centre Quality Assurance Specialist

Location: Abuja

Job Description

• The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanour, technical accuracy, sales performance, and conformity to company policies and procedures.
• This individual will be responsible to develop, create and implement call centre processes and procedures manual as needed.

Roles and Responsibilities

• Develop and implement a Quality assurance scorecard for evaluating and grading of customer interactions.
• Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
• Provides structured and timely recommendations through verbal and/or written feedback to the Customer success management team.
• Analyse service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Prepares and analyses quality assurance reports for management staff review.
• Conduct compliance monitoring to ensure the team adheres to all team/company processes.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Success team.
• Drive innovation and optimize processes to improve the efficiency of team performance.

Requirements

• Bachelor's Degree in a relevant field.
• Work experience in a call centre, preferably in a technical environment.
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.

Compensation
Competitive.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should send their Applications indicating and stating why you are a good fit (attach an updated copy of your CV and Cover Letter) to: [email protected] using "Call Centre Quality Assurance Specialist" as the subject of the mail.