Quality Assurance Manager at Progiant Media

Location: Lekki, Lagos

Reports to: CEO

Job Purpose

• Responsible for maintaining customer experience, highlighting knowledge gaps and broken promises and increasing consistency in customer service across all channels by reporting on all violations and also highlighting the top performers

Responsibilities

• Monitor and report on interactions across all channels (Calls inbound, outbound, chat, Social media wall/inbox, & Emails)
• Feedback on the spot to the management on urgent violations
• Collect samples for the operations/management on top issues or policies that need to be changed or updated.
• Audit and analyze the Contact Center Compliance issues.
• Brief weekly the Leaders with the gaps of their teams and their points of developments
• Follow up on cases before they become Escalations with the Cases team and CC manager.
• Participate in the weekly review of quality metrics and report out impacting factors that need attention to drive improvement.
• Social Media Optimizations and OnBoarding Process
• Distribute Tasks to Contractors

Efficiency & Effectiveness Measures:

• Reduction in customer turnover
• High net promoted scores from clients.

Educational Qualifications

• Good Degree Qualification in any discipline
• Knowledge of Kaizen is added advantage
• Professional Certification an advantage

Relevant Experience:

• 2 years experience making captivating designs
• A strong portfolio is paramount
• Personal Characteristics & Behaviour
• Active listening
• Good Analysis & Troubleshooting skills.
• Ability to analyze and troubleshoot
• Clear and concise communication
• Attention to detail.

Skills And Competencies:

• Social Media monitoring background is mandatory.
• Not less than one year working as a Customer service Quality Assurance Specialist.
• High level of adaptability, flexibility, and effectiveness in handling multiple priorities simultaneously.
• Solution-oriented and proactive attitude
• Eager to work in a team environment and share knowhow – easily adapts to new situations and changes
• Excellent Excel and PowerPoint skills.

Salary

• N100,000 monthly.