Call Center Quality Assurance Specialist at Jiji Online Marketplace Limited

About the Job

We are currently looking for results-driven individuals to join our professional Call Center Quality Assurance team. Our fun, informal and entrepreneurial culture makes us the best place to build and advance your career with an international company.

Responsibilities

• The QA Specialist is expected to recommend system changes based on QA findings, to improve the quality and efficiency of the managers and the business
• Effectively performs call/ email monitoring and provides trend data to management.
• Constantly provide feedback to call center team leaders and managers.
• Identify training gaps and communicate the same to all stakeholders.
• Coach and Train Call Center managers on Jiji best practices.
• Constantly monitor and immediately correct anomalies in call center operations
• Consistently help to improve the quality of calls, reduce employees who hog resources, and enhance productivity
• Provide necessary support to online sales agents in resolving issues with clients and dealing with complaints
• Work with the Learning and Development associate to develop training modules and methods that will enhance productivity and improve sales
• Influence the online telesales team’s performance to ensure monthly KPI’s and targets are met
• Prepare regular reports of progress and forecasts to the Line Manager
• All other tasks assigned by your supervisor

Requirements and Skills:

• A First Degree in any field
• Minimum of two (2) years working experience as a call center Quality Assurance Specialist in a fast-paced environment
• Professional and confident telephone and communication skills
• Ability to use Microsoft Excel to solve and communicate results
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Experience in sales is an added advantage

In addition, you must be someone who focuses on quality in customer service and also has exceptional listening and analytical skills.

What we are offering:

• A steep learning curve in an innovative industry; online, e-commerce, and classifieds sector; including plenty of responsibility
• HMO and Pensions
• Free daily lunch
• Regular get-togethers, team building events, and TGIF
• Great work environment and fun-loving co-workers.