Quality Assurance Specialist at Tizeti Network Limited

The Quality Assurance Officer is responsible for:

• Ensuring that set standards on call and email handling are met and are handled with e xcellence.
• Daily monitoring and evaluation of agents’ activities on all Contact Center channels ( i ncoming/outgoing calls , Emails, etc) and provid ing regular feedback for training, coac hing and mentoring.
• Deliver ing a consistent approach to standardiz e customer interactions.
• Train ing /coach ing agents to develop and imbibe excellent call - handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
• Prepare and submit bi-weekly and monthly call quality assessment reports for all agen ts.

Key Responsibilities:

• Assess the quality of the performance of the C all C enter advisors who deal with our e xisting and potential customers across available communication channels (Phone, Em ail, etc.) , by rating the effectiveness of Contact Center advisors; providing quality rati​ngs against set quality monitoring scorecard; identifying training needs; devel o ping tr aining programs; conduct training .
• Review inbound and outbound voice and emails interactions, to ensure that agents’ pe rformance are in line with the pre-defined standards.
• Ensure compliance with standard operating procedures .
• Conduct timely and objective performance evaluations across all the interaction channels within the teams
• Use quality monitoring data management tools to compile and track performance at te am and individual levels.
• Coordinate and facilitate call collaboration sessions for customer operations staff, coa ching and alignment purposes to improve Service Quality .
• Prepare and analyze internal and external quality reports for management staff review.
• Collaborate with other members of our team to ensure that all target s are met and opti mized .

Requirements:

• University degree or HND with a 2.1/Upper Credit, minimum.
• A Master’s Degree or other professional qualification will be an added advantage .
• Minimum of 3 years experience working in quality assurance, customer service and/or Contact Center environments .
• Have an instinct for anticipating and handling problems, crafting solutions , and comm unicating them to management.
• Listening attentively to customers' complaints and compliments .
• Good Analytical skills .
• Excellent verbal, written and interpersonal communication skills .
• Ability to multitask , collaborate with other team members, and successfully operate in a fast-paced environment .
• Must adapt well to change and successfully set and adjust priorities as needed .
• Must be proficient with Microsoft Office (Excel , power point, and MS word ) .
• Fluency in multiple languages may be desired.