Quality & Training Coordinator at Vitel Wireless Limited

Job Summary

• The Quality and Training Coordinator supports customer support excellence by creating and delivering training, monitoring service quality, and coaching agents.
• They assess performance, identify improvement areas, maintain quality standards, and help ensure a consistent, high-quality customer experience.

Key Responsibilities

• Monitor quality across calls, emails, chats, and tickets for all tiers.
• Develop training, onboarding, and certification programs.
• Identify performance gaps and create improvement plans.
• Maintain an updated knowledgebase and SOPs.
• Conduct compliance and quality audits.
• Track QA metrics and report findings.
• Assist with policy updates and process revisions.

Qualifications & Experience

• Bachelor’s degree in Business, Communications, Education, or related field.
• 2–4 years of experience in customer support, quality assurance, or training.
• Strong knowledge of customer service processes and quality standards.
• Experience with QA tools, training platforms, and support systems.
• Excellent analytical, coaching, and communication skills.
• Ability to work under pressure and manage multiple priorities.

What We Offer

• Competitive remuneration and benefits package.
• Dynamic and innovative work environment.
• Opportunities for professional growth and training.
• Be part of Nigeria’s first MVNO shaping the future of connectivity.