Quality Analyst - Team Lead
Ascentech Services Ltd
Lagos-Mainland -NG
24d ago

About Us

Ascentech Services Ltd acts as a gateway to provide end to end recruitment services to Organisations Worldwide. We are a dedicated team of professional consultants offering top of the line executive recruitment and selection services.

We cater for the needs of a range of professionals seeking employment and work together to create effective solutions using our networks and strong client base.

About Company

A leading ISP company with branches across Nigeria.

Roles and Responsibility

1 To monitor transaction quality of agents over phone, email & chat transcripts

2 To maintain performance report of individual Team Members

3 Audit processes for identifying process gaps and provide inputs for process efficiency

4 Prepare monthly performance reports for Management reviews & Action Plan

5 Conduct Root Cause and Training Need Analysis for various process

6 Responsible for team motivation and Create team synergy for enhanced KPI performance

7 Prepare certification module and evaluate each batch before release to operations teams

8 Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.

9 Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Function / Domain

Customer Service / Customer Service

Essential Attributes

Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player

Desired Attributes

Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills

Desired Candidate

Candidates with prior experience in a similar will be preferred.

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