Quality Assurance Representative at U-Connect Human Resources Consulting

Job Purpose

• The Quality Assurance Representative role will be primarily responsible for identifying quality areas, defining quality matrix and standards.
• The Quality Assurance Representative is responsible for monitoring staff output such as issue resolution and customer interactions to ensure defined quality standards are maintained always.
• The Quality Assurance Representative will contribute in ensuring that the quality objectives of the department and group are met.
• The role is responsible for promoting the values of the group:
  • A.S.K. A – Accuracy S – Speed K – Knowledge

Key Responsibilities

Develop Evaluation & Training Programs:

• Develop evaluation metrics that defines what quality means for each category of customer interaction
• Ensure that these evaluation metrics are relevant to the objectives of the department at the time. The aim is to measure what has the highest impact to the department, group or organization
• Work in partnership with the service desk team leads to develop the evaluation method and in disseminating this information across the relevant department(s) and teams in the customer interaction process chain
• Define how training needs would be identified within the department and or organization and the approach to closing the identified gaps.
• You will be responsible for knowledge management within the department. This means that you would identify the required knowledge (both new and updates), ensure it is documented accurately and staff use it as expected.

Quality Monitoring & Evaluation:

• Ensure quality monitoring is carried out across all identified channels with the aim of providing actionable insight. E.g. key recommendations, improvement initiatives, etc.
• Ensure quality evaluation outcomes are documented and shared with the relevant parties according to defined guidlines
• Ensure staff are trained on quality policies and team leads are trained on how to use the evaluation feedback to coach their team members to improve.
• Adopt the utilization of technologies to deliver valuable data/insight that can help drive the changes to staff behavior that would improve the overall customer experience.
• Pose as a mystery shopper for both clientand her competition to identify service quality levels and recommend improvements where necessary.

Education and Experience

Academic Qualification(s):

• A tertiary qualification B.Sc, NYSC Certificate and/ or equivalent experience

Professional Qualification(s):

• ITIL V3 Foundations Certification (achieved)
• Customer Service Training/Understanding Experience
• (Number of relevant years): 1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role or a quality analyst role.Experience with a fintech company would be an added advantage.