Job at Yudala Limited for a Quality Assurance Analyst

Yudala Limited – With it’s headquarters in Nigeria, Yudala Limited is
ready to carve a niche for itself by being the first organization to
combine an online shopping platform with retail stores located in major
cities across the country, with further expansion into other major
African capitals.

Yudala Limited is recruiting to fill the position below:

Job Title: Quality Assurance Analyst
Location: Lagos
Responsibilities

• Analyzes/audits service incident data, emails, voice clips, and
  customer surveys to identify areas of service delivery that did not meet
  pre-established performance standards within the Call Centre. Proper
  sampling of the phone calls and then report the results of the study.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Centre leadership, Call Centre operations, analysts and the Service Quality teams.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Develops and conducts targeted group coaching sessions for
  analysts that address Service Quality deficiencies and/or improvement
  opportunities.
• Uses customer service expertise to assess existing practices and
  procedures for process improvement opportunities with all Call Centre
  teams and sites.
• Uses Call Centre tools to gather data and analyze trends or patterns affecting quality.

Primary Qualifications

• Education: A good first degree in any relevant discipline
• Professional Qualification: Relevant training certificate
• Experience: 3-5 years’ experience in Quality Assurance

Functional/Technical:

• Problem analysis and problem solving skills
• Knowledge of customer service principles and practice
• Data collection and ordering.
• Attention to details and accuracy.

How to Apply
Interested and qualified candidates should send their CV’s to: recruitment@yudala.com

Application Deadline  10th February, 2017.