Team Lead / Quality Assurance Specialist at Toc Consult

Toc Consult is a consulting firm that carries out HR related activities for its clients.

We are recruiting to fill the position below:

Job Title: Team Lead / Quality Assurance Specialist

Location: Lagos
Employment Type: Full-time

Responsibilities

• Coordinate and monitor the activities of frontline executives.
• Mentor and monitor CSRs to ensure compliance to set customer experience targets.
• Assist in ensuring prompt, complete, and satisfactory resolution/feedback on queries.
• Conduct feedback, training, and coaching sessions with team members.
• Act as a first level escalation point for issues beyond the CSRs control.
• Liaise with relevant unit/ team to ensure timely resolution of customer complaints.
• Facilitate prompt and complete dissemination of relevant information to team members.
• Provide guidance and manage the performance of CSRs.
• Promptly escalate issues that affect effective and efficient customer service delivery to the Manager, Customer Service.
• Audit and compile agreed reports of CSR interactions with the customer across the various customer touchpoints and implement International best practices to meet and surpass internal business and customer expectations
• Assess CSRs knowledge and skills against the currently existing products, systems and processes
• Conduct ad-hoc job-related audits
• Carry out deep dives to determine reasons for noted gaps as requested
• Provide various monthly & weekly reports on training and quality-related metrics
• Support the recruitment of frontline staff.
• Perform any other duties as assigned by the Manager, Customer Service.

Requirements

• Interested candidates should possess relevant qualifications
• Proven work experience, 5 - 7 years, as a contact centre team leader
• In-depth knowledge of performance metrics and technical expertise
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Ability to mentor and guide.
• Display high integrity and honesty.
• Must be interested in the pharma industry.

Application Closing Date
30th October, 2021.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.