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  • Posted: Feb 12, 2021
    Deadline: Feb 28, 2021
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    ConSol Limited, is the leading provider of Contact/Call Center services and Customer Management Solutions in Nigeria.
    Read more about this company

     

    Quality Assurance Supervisor

    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.

    Method of Application

    Interested and qualified candidates should send their CV to: apply@consollimited.com using the "Job Title" as the subject of the email.

    Note: Only shortlisted candidates will be contacted.

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