Mwanga is a tech-driven business process outsourcing services company. We have a highly skilled and agile team that effectively fits into your teams and carries out a major process to result in an upward scale in your profitability.
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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.
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