Wakanow is Africa's leading full-service, online travel company. At Wakanow, we understand everybody likes easy and affordable travel services, so we provide our travelers with a one stop portal for Flights, Accommodation, Visa assistance, holiday packages, and Airport transportation that bring convenience to your travel needs. We provide travelers with the ability to research, plan, and book all their domestic and international travel needs wherever they are, or using our Customer service agents. We have a broad selection of partners, whose discounts we pass on to our customers.
Wakanow is recruiting to fill the position of:
Job Title: Quality Assurance Executive
Location: Rivers
Responsibilities
- Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
- Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
- Produce daily/ weekly quality assessment report
- Capture performance management indices from Call Centre and other staff of the Company
- Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
- Organise Mystery shopping for Wakanow outlets and capture reports
- Identify training needs based on result of continuous quality monitoring
- Keep a library of Good, average and poor calls/ e-mails and live chats
Qualifications/Skills
- Minimum of B.Sc. Degree
- 2-3 years relevant work experience as a Quality Assurance Specialist in the telecommunications/aviation industry
- Previous Customer Service experience
- Excellent Communications skills
- Strong sales and persuasive skills
- Proficient in Microsoft Office Suite
- Must be a go getter and ability to work with little or no supervision.
Application Closing Date
10th February, 2015
Method of Application
Qualified candidates should send their CV's to:
[email protected]