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Our Client, a big player in the FMCG Industry, is looking to recruit a Call Center Quality Assurance Manager. 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.

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
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
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
More information
This listing is a full-time job

Active since 12-11-2018
Location Lagos
Educational level WO / PhD
Hours 0
Level Mid-Senior level
Employment type Permanent contract
Salary
Job category Senior Management / Board
Industry / Industries Fast Moving Consumer Goods
Region Nigeria
Keywords

Contact information

Name CornerStone Staffing

Location

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