Quality Assurance Specialist, Contact Centre at Renmoney

Renmoney, We are a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences.

We are recruiting to fill the position below:

Job Title: Quality Assurance Specialist, Contact Centre

Location: Ikoyi, Lagos
Employment Type: Full-time

Job Description

• We are looking for a Contact Centre Quality Assurance Specialist to join our team.
• As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating the quality of customer interactions in our contact centre to ensure that service standards are met or exceeded.

Responsibilities

• Monitor and evaluate customer interactions, such as phone calls, emails, and chat messages, to ensure compliance with company policies and service standards.
• Identify areas for improvement in customer service and provide recommendations.
• Create and maintain quality assurance guidelines and documentation.
• Conduct regular audits of contact centre agents and provide coaching and feedback to improve performance.
• Develop and deliver training sessions to contact centre agents to enhance their customer service skills.
• Collaborate with other departments to ensure a consistent and high-quality customer experience across all touchpoints.

Requirements

• Minimum of 2 years of experience in a quality assurance role within a contact centre or customer service environment.
• Bachelor's degree in a relevant field.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to analyze data and identify trends.
• Ability to provide constructive feedback and coach agents to improve performance.
• Proficiency in using contact centre technologies and tools.
• Strong problem-solving and decision-making skills.

Application Closing Date
Not Specified.