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Job description
Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
Produce daily/ weekly quality assessment report
Capture performance management indices from Call Centre and other staff of the Company
Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
Organise Mystery shopping for Wakanow outlets and capture reports
Identify training needs based on result of continuous quality monitoring
Keep a library of Good, average and poor calls/ e-mails and live chats
Desired Skills and Experience
Minimum of B.Sc. Degree
2-3 years relevant work experience as a Quality Assurance Specialist in the Telecommunications/Aviation industry
Previous Customer Service experience
Excellent Communications skills
Strong sales and persuasive skills
Proficient in Microsoft Office Suite
Must be a go getter and ability to work with little or no supervision
Check how your CV aligns with this job
Please do not apply if you do not meet the aforementioned requirements.
Send CV to careers@wakanow.com with the subject "Quality Assurance - Port Harcourt"
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