CornerStone Staffing - Our client, a big player in the FMCG Industry, is looking to recruit a suitably qualified candidate to fill the position below:
Job Title: Customer Service Quality Assurance Specialist
Location: Lagos
Job Description
- The Quality Assurance Specialist is responsible for supporting QA Management by reviewing phone, chat and email contacts to identify performance improvement opportunities.
- You will use the knowledge gained from the customer contact reviews to devise improvement plans and work with CS leaders to implement solutions.
Responsibilities
- Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
- Perform review of contacts from all channels to ensure adherence to quality assurance standards
- Convert concepts and abstracts into tangible and digestible material/programs
- Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
- Lead QA site calibration and identify process improvements relating to contacts and behaviors
- Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
- Present stakeholders with observations and trends identified during contact review
- Lead compliance enforcement including reporting and trend analysis
- Create new metrics and dashboards to measure and improve quality metrics.
- Be the voice, advocate and key point of contact (from the QA perspective) for local teams
Education and Experience
- Bachelor's Degree
- 5+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
- Successful track record leading projects, process improvements or operations, possibly in a CS environment
- Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio
Skills and Competencies:
- Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
- Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
- Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
- Results orientated with a bias for action, taking responsibility and owning delivery.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online