CornerStone Staffing NG

Customer Service Quality Assurance Specialist - Lagos

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Active since 07-08-2018 Job category Senior Management / Board
Location Lagos Level Mid-Senior level
Educational level Master / Post-Graduate / ... Employment type Permanent contract
Hours 0 Salary -
Our Client, a big player in the FMCG Industry, is looking to recruit a Customer Service Quality Assurance Specialist.

The Quality Assurance Specialist is responsible for supporting QA Management by reviewing phone, chat and email contacts to identify performance improvement opportunities. You will use the knowledge gained from the customer contact reviews to devise improvement plans and work with CS leaders to implement solutions.

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
  • Bachelor’s degree
  • 5+ 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
  • Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio
More information
This listing is a full-time job

Job category Senior Management / Board
Industry / Industries Fast Moving Consumer Goods
Region Nigeria
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Name CornerStone Staffing

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