Team Lead – Quality Analyst Job Vacancy In A Reputable Internet Service Provider/ ICT Company

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Lorache Group – Our client, an Internet Service Provider/ ICT with coverage across the country is recruiting to fill the position below:

Job Title: Team Lead – Quality Analyst
Location: Lagos
Function: Customer Service
Reporting To: HOD Customer Service

Requirements

Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.
Graduate / Post Graduate qualification.
Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
3 to 5 years work Experience.

Responsibilities

To monitor transaction quality of agents over phone, email & chat transcripts
Prepare certification module and evaluate each batch before release to operations teams
Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.
To maintain performance report of individual Team Members
Audit processes for identifying process gaps and provide inputs for process efficiency
Prepare monthly performance reports for Management reviews & Action Plan
Conduct Root Cause and Training Need Analysis for various process
Responsible for team motivation and Create team synergy for enhanced KPI performance

How to Apply
Interested and qualified candidates should forward their CV’s to: jobs@lorachegroup.com with subject as position applied for.

Application Deadline 30th March, 2018.

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