Lorache Group - Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:
Job Title: Team Lead - Quality Analyst
Location: Lagos
Function / Domain: Customer Service
Reporting To: HOD Customer Service
Major Deliverables
- To monitor transaction quality of agents over phone, email & chat transcripts
- To maintain performance report of individual Team Members
- Audit processes for identifying process gaps and provide inputs for process efficiency
- Prepare monthly performance reports for Management reviews & Action Plan
- Conduct Root Cause and Training Need Analysis for various process
- Responsible for team motivation and Create team synergy for enhanced KPI performance
- Prepare certification module and evaluate each batch before release to operations teams
- Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
- Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.
Requirements/Qualification
- Post graduate qualification
Desired Experience:
Essential Attributes:
- Customer Focused,
- Result oriented, Leadership quality,
- Energetic & Assertive,
- Knowledge of AVAYA and reporting structure,
- Proficient with Excel,
- Word & Power point,
- Team Player
Desired Attributes:
- Relevant Industry Experience,
- Should have Planning and organizing skills,
- Good interpersonal skills.
Application Closing Date
11th January, 2018.
Method of Application
Interested and qualified candidates should send their Applications and CV's to:
[email protected] using the position and location applied for as subject of the mail.