Supervisor, Quality Monitoring at Konga Online Shopping Limited

Job Description   
Implement strategic plans, supervises quality assurance personnel, and allocates resources for the quality monitoring team.

Reporting Line   
Manager, Quality Monitoring and Knowledge Management

Duties & Responsibilities   

• Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment.
• Generate evaluation reports for all the units in the Customer Experience Team.
• Create investigation reports based on trends, Customer issues/enquiries and business KPIs
• Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards.
• Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review.
• Allocate resources properly according to schedules
• Constantly respond to QA specialists needing assistance with their quality control programs.
• Co-ordinate day-to-day performance and quality monitoring exercises.
• Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders.
• Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management

Skills & Competencies   

• Problem Solving
• Verbal Communication
• Written Communication
• High level of tolerance
• Coaching Skills
• Ability to multi-task
• Ability to take initiative
• Excellent analytical skills
• Good telephone etiquette
• Customer Service
• Quality Focus
• Knowledge of Microsoft tools

Qualifications & Experience   

• Bachelor’s degree required.
• Minimum of 2 years’ experience in customer service.
• Experience in coaching and training individuals or groups required.
• Excellent written, verbal, analytical and communication skills.