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  • Posted: Jun 22, 2021
    Deadline: Jun 25, 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

     

    Quality Assurance Analyst - Contact Centre

    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.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified candidates should send their CV to: apply@consollimited.com using the Job Title as the subject of the email

    Note: Only qualified candidates will be contacted.

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