Quality Analyst at Tek Experts

Req ID: 6414
Location: Victoria Island, Lagos
Work Location Type: Fully Onsite
Categories: Quality Assurance

Overview

• We’re seeking a Quality Analyst with a solid background in reporting and analytics to join our team.
• This role is part of a team that provides business analytics and project leadership to support quality, consistency, and continuous improvement across the business.
• You will engage management to ensure compliance with quality standards and performance management processes.
• As Quality Analyst, you will research, analyze, and evaluate our service delivery to facilitate program improvement.
• Your data analysis will support recommendations to improve strategies, initiatives, or systems; optimize operational policies and procedures; and define best practices in support of customer and operational excellence.
• A career in tech. Work with the biggest and best names in technology:
  • We are looking for teammates who want to be part of the tech movement.
  • People who want to progress their career now and gain experience for tomorrow.
  • You will work with some of the biggest and best names in technology.
• Our employee mission is to help you progress in both your career and in life. To create a great experience for you that can translate to customers. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast.
• If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• Plan and conduct comprehensive audits.
• Assist business leaders in gathering and analyzing data on service performance.
• Identify and resolve potential work quality issues affecting customer satisfaction.
• Ensure adherence to quality assurance guidelines to achieve 100% customer/client satisfaction.
• Collaborate with Operations and other stakeholders to create data-driven, actionable recommendations for continuous improvement.
• Be the Voice of the Customer when driving customer excellence practices.
• Perform in-depth analysis of quality and performance data, identify gaps and opportunities for improvement, and discover customer-impacting, process compliance, or operational deficiency issues.
• Monitor and report any performance issues to the management team.
• Identify and document best practices and quality processes for customer experience and operational excellence to ensure uniform service delivery.
• Support and drive compliance with the global quality management system.
• Lead implementation of improvement activities to ensure quality continuously improves.

Qualifications

• Bachelor’s Degree or 2 years of equivalent experience in Engineering, Business Administration, Quality or any relevant field
• At least 1 year of experience in customer support and/or vendor management
• Professional fluency in both written and spoken English
• Lean Six Sigma, Yellow Belt, or Kaizen certification is preferred.
• Lean management, continuous improvement, business analysis, and program management experience are preferred.
• Proven ability to drive results in cross-functional teams and lead both local and global continuous improvement projects
• Excellent multitasking and organizational skills and attention to detail
• Proficient with Excel, PowerPoint, Visio, and Project
• Self-motivated and able to adapt quickly as situations change
• Ability to use root cause analysis to find trends and create data-driven recommendations
• Strong relationship management and collaboration skills.