Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each interaction.

 

Delivery

• Analyze adherence to quality policies and procedures by monitoring agents
• Execute coaching process using internal standards for feedback and coaching-
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
• Collect top call drivers’ data
• Develop reports in excel to inform about top call drivers and main opportunities found.
• Attend internal & external call calibration sessions
• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)
• Work closely with the Supervisor sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
• Responsible for refresher training on process changes and analysis and reporting,

• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring

• Deliver feedback to agents
• Other duties assigned.

 

Education and Specific Training

• Bachelor’s degree

 

Work Experience

• Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service
• Experience handling customers within service/technical fields within Call center Environment or a BPO
• Minimum 6-month work experience in a Call Centre Environment as an agent

 

Technical Skills

• Usage of MS Office
• Fluent English is mandatory
• Excellent computer skills
• Data Analytics

 

Competencies and Specific Skills

• Interpersonal skills
• Communication skills
• Problem solving
• Analytical Ability
• Adaptability
• Customer orientation
• Flexibility
• Stress tolerance
• Team building /teamwork
• KPI knowledge and understanding
• Transaction monitoring
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

 

What we offer 

An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.