Quality Assurance Analyst at Pagatech Limited

ABOUT THE ROLE

• The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
• The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
• We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

PRIMARY RESPONSIBILITIES

• Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
• Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
• Conduct performance gap analysis and present propositions to the training unit for onward intervention
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
• Conduct regular audits on key customer related processes for the attainment of operational efficiency.
• Produce intelligence and trend reports to manage efficiency indicators of the department.

KEY COMPETENCIES

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Superb communication and Interpersonal skills
• Attention to detail and accuracy
• Problem analysis and problem-solving skills
• Self- driven and hardworking
• Ability to multitask and manage competing priorities
• Good team player
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS 

• Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
• Bachelor’s degree with a minimum of a 2:1 or equivalent
• Proficiency in Ms Office - Excel, Word, and PowerPoint
• Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
• Communicates tactfully and effectively both verbally and in writing.
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.
• Good knowledge of Paga product and services.
• Strong knowledge of customer care processes and techniques.
• Must have completed the mandatory NYSC