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  • Posted: Nov 22, 2021
    Deadline: Nov 26, 2021
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  • ConSol Limited, is the leading provider of Contact/Call Center services and Customer Management Solutions in Nigeria.
    Read more about this company

     

    Hausa Speaking (Contact Center) Quality Assurance Analyst

    Location: Oshodi, Lagos

    Job Description

    • QA Analyst will be responsible for working with both agents and Call Centre management to ensure that all aspects of quality assurance and adherence are aligned with client and corporate expectations.
    • QA Analyst will conduct live monitoring, call research and is responsible for scheduling and facilitation client calibration sessions when appropriate.

    Job Duties / Responsibilities / Accountabilities

    • Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
    • Implement the use of coaching, training and development to contact centre agents
    • Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
    • Execute and facilitates call calibration sessions for call center agents.
    • Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
    • Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
    • Monitor Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.

    Education Qualification

    • Bachelor’s Degree from a recognized institution

    Experience:

    • Minimum of 2 years relevant work experience in a Contact Centre
    • Working knowledge of appropriate CRM software and understanding of the Contact Center industry

    Salary
    N90,000 Monthly.

    Method of Application

    Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.

    Note: Only shortlisted candidates will be contacted.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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