Team Lead, Quality Control and Compliance at PoweredUp Consulting

Job Summary

• Quality Control and Compliance Team Lead is to work with other key staff to establish procedures and quality standards in both the Call Centre and Retail Outlets and to monitor compliance with an end goal of exceeding customer expectations.

Description of Responsibilities
Retail Outlets:

• Determine, negotiate and agree on in-house quality procedures, standards and specifications.
• Develop plans/scope of internal audits and obtains approval from management.
• Perform and execute detailed operational, financial, and compliance audits and reviews.
• Plan and perform audits to identify and mitigate non-compliance to regulators, providers/vendor agreements and Standard Operating Procedures.
• Continuously evaluate and identify areas of loss, risk, inefficiency, and non-compliance.
• Write audit reports, presentations, and summaries for management.
• Partner with other departments, management and Head of Departments to resolve issues identified during the audit process.
• Audit the procurement process to ensure the company gets the best deals from vendor.

Customer Service/Call Center:

• Setting customer service standards.
• Partner with other department to reviews all aspects of operations, corporate policies and procedures.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Coordinates and facilitates call calibration sessions for call centre staff.
• Provides feedback to call centre team leaders and managers.
• Participates in design of call monitoring formats and quality standards.
• Carryout periodical customer survey and monitoring of call logs.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Acting as a catalyst for change and improvement in performance and quality.
• Recommend intervention and developmental programs where/when necessary.
• Perform other duties as assigned.

Position Criteria

• Minimum of 1st degree in Accounting, Finance or any relevant subject. Must possess at least one or any combination of an ACCA, MBA, or ICAN or any relevant HR professional body;
• Must have 5 years of experience in Quality Control, Setting Standard Operating procedure, Finance and Accounting, Compliance and Audit duties
• Must have minimum of 3 years’ experience in managerial or senior role.

Proposed Salary
N200,000 Net /month.