Quality Assurance Specialist at Mactay Consulting

MacTay Consulting - We are one of the first and leading management consulting firm in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through customized solutions that meet our clients’ needs. We have a proven track record of providing excellent services that impact our clients’ businesses.

We are recruiting to fill the position below:

Job Title: Quality Assurance Specialist

Location: Ilupeju, Lagos
Employment Type: Full-time
Report: Contact Centre Manager

Summary

• Quality Assurance Specialist responsibilities include developing quality standards, evaluating calls, design of call scripts / surveys, and identifying issues with the products or services.

Responsibilities

• Ensure that standards and safety regulations are observed
• Address and discuss issues and proposed solutions with superiors
• Document quality assurance activities and create audit reports
• Make recommendations for improvement
• Preparing and implementing quality assurance policies and procedures
• Performing routine inspections and quality tests
• Handle daily team briefing and product pieces of training
• Develop performance improvement activities to improve team/agent performance
• Ensure adherence to policies & processes in the Contact Centre etc.
• Performance report of Weekly/Monthly achieved to line Manager

Requirements

• BSC / HND in any degree
• Minimum of 4 year Customer Service Experience
• Proficient in Microsoft Office applications and Excel
• Good team player
• Good Analytical skill
• Customer Centric Orientation
• Excellent multitasking, time management and leadership skills.
• Minimum 1 year of experience in a Quality specialist role
• Knowledgeable of Call Centre KPIs

Salary
N250,000 net and other benefits.

Application Closing Date
24th January, 2023.

Method of Application
Interested and qualified candiates should send their Applications to: [email protected] using the job role and preferred location as the subject of the mail.