Quality Assurance Supervisor at ConSol Limited

Location: Alausa - Ikeja, Lagos

Objective / Purpose

• Supervise the Call Centre Quality Monitoring (QM) function and responsible for assuring call quality standards are being evaluated fairly and consistently.
• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures.

Job Duties / Responsibilities / Accountabilities

• Supervise all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Co-ordinate coaching, training and development to contact centre agents
• Supervise the use of quality monitoring data management system to compile and track performance at team and individual level.
• Coordinate and facilitatecall calibration sessions for call center agents.
• Supervise the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Supervise Agents’ feedback session and provide feedback to call center Team lead and managers.
• Supervise Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
• Supervise Call Centre Agents and adhere to the policies and procedures of each Project.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification

Experience:

• Minimum of 2 - 3 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.