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  • Posted: Jan 20, 2023
    Deadline: Jan 24, 2023
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    MacTay Consulting has been in existence for over 28 years in Nigeria. We are a member of TACK and TMI, international consulting companies operating in over 60 countries and with a combined experience of over 80years. Our global network of partners and experience means that our clients enjoy all the benefits of a local office, while drawing upon our multi...
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    Quality Assurance Specialist

    Salary: N250,000 net and other benefits

    Summary:

    Quality Assurance Specialist responsibilities include developing quality standards, evaluating calls, design of call scripts/surveys, and identifying issues with the products or services. 

    Responsibilities:

    • Ensure that standards and safety regulations are observed
    • Address and discuss issues and proposed solutions with superiors
    • Document quality assurance activities and create audit reports
    • Make recommendations for improvement
    • Preparing and implementing quality assurance policies and procedures
    • Performing routine inspections and quality tests
    • Handle daily team briefing and product pieces of training
    • Develop performance improvement activities to improve team/agent performance
    • Ensure adherence to policies & processes in the Contact Centre etc.
    • Performance report of Weekly/Monthly achieved to line Manager

    Requirements:

    • BSC / HND in any degree
    • Minimum of 4yr Customer Service Experience
    • Proficient in Microsoft Office applications and Excel
    • Good team player
    • Good Analytical skill
    • Customer Centric Orientation
    • Excellent multitasking, time management and leadership skills.
    • Minimum 1 year of experience in a Quality specialist role
    • Knowledgeable of Call Centre KPIs

    Method of Application

    Interested and qualified candidates should forward their CV to: recruitment@mactay.com using the position as subject of email.

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