Contact Center Quality Assurance Analyst at Bukka Hospitality Limited (Bukka Hut)

Responsibilities :

• Oversee the daily quality assurance standard of the call center unit.
• Participate in the design of call monitoring formats and quality standards.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Coordinate and facilitate call calibration sessions for call center staff. 
• Prepare and analyze internal and external quality reports for management staff review.
• Induction and orientation of new agents as well as constant follow-up on in-house agents to ensure no standard compromise.
• Review and champion the following reports: IVR Testing, Inbound, and Chat
• Participate in customer and client listening programs to identify customers’ needs and expectations.
• Other duties assigned by the Line manager.

Requirements:

• Have a bachelor’s degree or HND in any related field.
• At least 2 years of experience working in the contact center as a quality assurance analyst
• Have experience measuring call center employees’ performance including coaching to call center metrics.
• Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
• Excellent verbal and written communication skills.e: Excellent verbal and written communication skills