Nigeria Quality Assurance Analyst at Engie Africa

Department: Customer Experience
Reporting to  Head of Customer Expérience

Job Objective 

• This position will be part of the Customer Experience team that is based in Lagos, Nigeria, led by the Head of Customer Experience.
• The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. 
• The Quality Assurance Analyst will monitor inbound and outbound calls to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. 
• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

Responsibilities

• Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.
• Submit periodic reports to your team lead on the call quality of CSRs.
• Train CSRs/SCAs to improve interpersonal skills, technical accuracy, adherence to call scripts and ability to solve customer issues in a timely manner.

Deliverables and Activities

• Quality Control
• Call Monitoring- Perform call monitoring and provide trend data to the management team and track individual and team performance.
• Call Scripts and Procedures-
• Develop call scripts and procedures for CSRs to use during calls with customers.
• Feedback and Training- Provide feedback to call center team leaders and managers to help improve CSR performance.
• Call Calibration- Coordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance.
• Training Materials- Develop training materials for CSRs to use in interactive learning sessions.
• Training Sessions- Handle training sessions on identified skill gap and product knowledge refreshers.
• Identifying Customer Needs-
• Listening Programs- Participate in customer and client listening programs to identify customer needs and expectations.
• Measure Service Quality-
• NPS/CSAT- Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers

Required Skills & Experience

• Relevant Bachelor's Degree
• At least 3 years Call Centre experience
• Comfortable with analysis and interpretation of qualitative and quantitative data
• Good written and verbal communication skills (English)
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Ability to collaborate with multidisciplinary and diverse teams
• Ability and drive to work independently

Highly Desired Skills:

• Ability to organize, multi-task and prioritize tasks
• Willingness and desire to learn new ideas.
• High level of emotional intelligence
• Ability to work both in teams and independently
• Critical thinking skills (ability to think outside the box)
• Good problem-solving skills (solutions oriented)
• Good influencing and interpersonal skills