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.
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
Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills
Candidates with prior experience in a similar will be preferred.