Quality Assurance Analyst at Ikeja Electricity Distribution Company IKEDC
Ikeja Electricity Distribution Company
Lagos, Lagos, ng
6d ago
source : Ecadoo

Reporting To Head Customer Care Role Purpose Responsible for setting and maintaining quality standards identifying gaps communicating feedback and ensuring that activities are carried out in line with standard best practices Responsibilities Develop and Implement quality assurance best practices as well as a robust performance measurement model which will provide a basis for performance monitoring appraisal and management Identifying operational gaps viz a viz global best practice and provide recommendations as appropriate Accomplishes quality assurance human resource objectives by orienting training coaching counselling communicating job expectations planning monitoring appraising reviewing job contributions enforcing policies and procedures Remote monitoring of all customer interactions across the touch points i e Call Centre Live chat email Walk in Twitter Facebook Back office Customer Care technicians and Letters Engage in silent monitoring of live calls in vivo observation of the Call Centre and listen to recorded calls systematically to ensure that Call Centre agents are adhering to standards Assess the performance of each individual across all the touch points and provide relevant metrics to all parties Create a culture of continuous improvement by requiring peer to peer evaluations and self evaluations of performances Carry out periodic coaching sessions to provide both qualitative i e examples from call recordings customer feedback etc and quantitative i e scores from evaluation forms feedback based on the employee rsquo s performance Facilitate and implement a mentorship remediation plan i e shadow a more experienced agent have a supervisor coach etc for Customer Care Representatives who consistently fail to make improvements based on feedback Evaluate potential Customer Care candidates for essential customer service skills thereby ensuring that they are the right fit for the organization Leverage relevant software with a reporting dashboard that provides relevant feedback metrics Minimum Qualifications This role requires a first Degree or its equivalent Diploma qualification Minimum of 5 6 years relevant work experience in a similar role Technical Competencies Proficiency in Microsoft office suite Word Excel PowerPoint Access Good Data Analytic Skills Good Data presentation skills Good report writing skills Hands on experience in the use of various platform monitoring tools Ability to facilitate learning and knowledge transfer sessions Behavioral Competencies Good team management skills Willingness to take additional responsibilities Time and resource management capabilities

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