Cornerstone Staffing – Our client, a big player in the FMCG Industry is looking to recruit qualified candidates to fill the vacant position below:
Job Title: Call Center Quality Assurance Manager
Location: Lagos
Job Description
- The Quality Assurance Manager is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.
- The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
Education and Experience
- Minimum of Bachelor of Science in a relevant business discipline.
- 8+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
- Successful track record leading projects, process improvements or operations, possibly in a CS environment
- 3+ years of reporting / analytical experience with quality assurance programs or relevant contact center experience.
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio
Skills and Competencies:
- Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
- Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
- Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
- Results orientated with a bias for action, taking responsibility and owning delivery.
Responsibilities
- Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
- Perform review of contacts from all channels to ensure adherence to quality assurance standards
- Convert concepts and abstracts into tangible and digestible material/programs
- Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
- Lead QA site calibration and identify process improvements relating to contacts and behaviors
- Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
- Present stakeholders with observations and trends identified during contact review
- Lead compliance enforcement including reporting and trend analysis
- Create new metrics and dashboards to measure and improve quality metrics.
- Be the voice, advocate and key point of contact (from the QA perspective) for local teams
How to Apply
Interested and qualified candidates should:
Click here to apply online
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