Quality Assurance Analyst - Contact Centre at ConSol Limited

Location: Oshodi, Lagos

Expected Start Date: 28th June 2021.

Objectives

• 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.

Job Requirements
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.