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 Analysis / Assurance
Location: Lagos
Major Deliverables
Quality:
- 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.
Function / Domain:
- customer service / customer service reporting to hod customer service
Qualifications
- Graduate / Post Graduate qualification
- Desired experience: 3 to 5 years
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
25th May, 2018.
How to Apply
Interested and qualified candidates should send their CV's to:
[email protected] with the subject as position applied for.