Quality Assurance Analyst at Engie Africa

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, Deliverables and Activities 
Key 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 MonitoringPerform 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

• FeedbackProvide feedback to call center team leaders and managers to help improve CSR performance. 
• Call CalibrationCoordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance. 
• Training MaterialsDevelop training materials for CSRs to use in interactive learning sessions. 
• Training SessionsHandle training sessions on identified skill gap and product knowledge refreshers. 

Identifying Customer Needs-

• Listening ProgramsParticipate in customer and client listening programs to identify customer needs and expectations. 

Measure Service Quality-

• NPS/CSATConduct 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