Sat. Dec 10th, 2022

Mwanga is a tech driven business process outsourcing services company. We have a highly skilled and agile team that effectively fits into your teams and carries out a major process to result in upward scale in your profitability. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services and data analysis.

We are recruiting to fill the position below:

 

 

Job Title: Quality Assurance Analyst

Location: Lagos

Responsibilities

  • Execute all aspects of Quality Assurance, such as call monitoring, evaluation and calibration scoring.
  • Prepare and analyse internal and external quality reports for management staff review.
  • Schedule, facilitate and document regular  quality – improvement meetings.
  • Execute Agents’ feedback session and provide feedback to call center team leads and managers.
  • Monitor Agent performance / behaviour in a call centre and coach / counsel agents to modify their performance / behaviour to facilitate a high level of customer service.
  • Implement the use of coaching, training and development to contact center agents
  • Implement quality monitoring of data management system to compile and track performance at team and individual level.
  • Execute and facilitate call calibration sessions for call center agents.
  • Perform other duties as assigned.
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Requirement / Qualities

  • Minimum of Ordinary National Diploma.
  • Minimum of 2 years relevant Contact Centre experience
  • Knowledge of appropriate CRM software and understanding of the contact center Trends.
  • Relevant Quality Assurance/Contact Centre certification.
  • Exceptional listening and analytical skills.
  • Solid time-management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency.
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel, PowerPoint).
  • Excellent verbal, written and interpersonal communication skills;
  • Proficiency in Igbo/Hausa language is an added advantage.
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be a self-motivator and self-starter.

 

 

How to Apply
Interested and qualified candidates should:
Click here to apply

 

 

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Note:

  • we are an equal opportunity employer and is committed to building a diverse workforce. While all applications will be acknowledged.
    • We reserves the right to select one or more candidates from this vacancy announcement
    • We may also retain applications and consider candidates applying to this post for other similar positions at the same grade level and with similar job description, experience and educational requirements
    • Qualified female candidates are strongly encouraged to apply
    • Scam Warning:
    We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
    • Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced.
    • Therefore, you are advised to apply particular care when submitting personal information on the web
    • Only shortlisted candidates will be invited for interview or the next stage of the recruitment process.
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Application Deadline  22nd April, 2021.

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