Avaya WFO Quality Assurance Officer at Simba Infrastructure Limited

Simba Infrastructure Limited - A leading provider of Business-to-Business technology infrastructure solutions, in Nigeria, and an Avaya exclusive Business Partner. We are the only organization that has fully Accredited Engineers for APDS (Avaya Professional Design Specialist), ACSS (Avaya Certified Support Specialist) and ACIS (Avaya Certified Implementation Specialist) in West Africa.

We are recruiting to fill the position below:

Job Title: Avaya WFO Quality Assurance Officer

Location: Lagos
Employment Type: Full-time

Job Description

• Quality Monitoring

Key Features

• Synchronized voice andon - screen agent activity.
• Easily create customizedagent evaluation forms tailored to business needs.
• Powerful historical graphing and reporting capabilities to display trending data.
• Session-based visualization and replay to identify and work with complex, multi - segment contact recordings.
• Analytics - driven quality for targeted, automated, intelligent contact sampling and quality evaluation - Note: additional licensing required
• Advanced export feature for selecting one or multiple recordings and exporting both voice and screen recordings
• Best practices through recorded interactions and learning triggered by evaluations
• Performance management with role - appropriate scorecards that include predefined key performance indicators (KPIs)
• Inclusive Coaching application, while Advanced Quality Monitoring also includes the eLearning Lesson
• Management solution

Requirements

• Candidate should possess a Bachelor's Degree in relevant fields with 3 - 6 years experience.

Application Closing Date
30th September, 2021.

Method of Application
Interested and qualified candidate should forward their Resume to: [email protected] using the Job Title as the subject of the email.