Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.
We are recruiting to fill the position below:
Job Title: Customer Experience Quality Assurance Analyst
Location: Lekki, Lagos
Employment: Type Full-Time
Department: Customer Experience
About the Role
- The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and best practices.
- The job requires a detail-oriented and analytical individual with excellent communication skills and a passion for providing excellent customer service.
- The Quality Analyst should be able to identify areas of improvement and provide coaching to agents to enhance their performance.
- The ideal candidate should have experience in using quality monitoring tools, data analysis, and generating reports.
- The QA Analyst should be able to work collaboratively with agents, supervisors, and managers to drive continuous improvement in customer service.
Responsibilities
- Conduct quality audits on Customer interaction to ensure they meet the company's quality standards
- Carryout Voice of Customer Analysis of Customer’s Feedback and identify areas of improvement for stakeholders
- Analyze Customer Interaction Team data to identify areas for improvement and provide recommendations for process improvements
- Develop and implement quality control procedures and best practices
- Monitor and report on quality metrics to identify trends and opportunities for improvement
- Collaborate with cross-functional teams to identify and resolve quality issues
- Develop and deliver training programs to improve quality awareness and understanding
- Conduct root cause analysis to identify the cause of quality issues and develop corrective action plan.
Required Competency and Skillset
- Bachelor's Degree
- Minimum of 4 years of experience in customer experience, with a minimum in a quality assurance role
- Great Analytical and Problem solving skills
- Value and enjoy leveraging data to find opportunities and to evaluate progress.
- Passionate about excellent service delivery
- Adept in Process and Continuous Improvement
- Strong Influencing and Persuasive Skills
- Ability to handle pressure/conflict
- Self-motivated
- Team Player
- Excellent Interpersonal Skills
- Ability to work without supervision.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/514099/cx-quality-assurance-analyst-at-flutterwave.html