Quality Assurance Analyst at ConSol Limited

Location: Alausa - Ikeja, Lagos

Objective / Purpose

• 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 coach and counsel agents to modify their performance / behaviour to facilitate a high level of customer service.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification.

Experience:

• Minimum of 2 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.