Quality Assurance Analyst at Mwanga

Requirement /Qualities

• Knowledge of appropriate CRM software and understanding of the contact center Trends.
• Minimum of 2 years relevant Contact Centre experience
• Relevant Quality Assurance/Contact Centre certification.
• Minimum of Ordinary National Diploma.
• Excellent verbal, written and interpersonal communication skills;
• Proficiency in Igbo/Hausa language is an added advantage.
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be a self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Solid time-management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel, PowerPoint).

Responsibilities

• Execute all aspects of Quality Assurance, such as call monitoring, evaluation and calibration scoring.
• Prepare and analyse internal and external quality reports for management staff review.
• Implement the use of coaching, training and development to contact center agents
• Implement quality monitoring of data management system to compile and track performance at team and individual level.
• Execute and facilitate call calibration sessions for call center agents.
• Schedule, facilitate and document regular  quality - improvement meetings.
• Execute Agents’ feedback session and provide feedback to call center team leads and managers.
• Monitor Agent performance / behaviour in a call centre and coach/counsel agents to modify their performance / behaviour to facilitate a high level of customer service.
• Perform other duties as assigned.