Service Call Center Quality Assurance Analyst at Willers Solutions

Industry: Telecommunications
Location: Lekki Phase 1, Lagos

Overview
The Service Call Center Quality Assurance Analyst will be responsible for the guaranteeing of quality of interactions with customers by our contact center agents, assessing performance against the company’s strategic goals whilst also providing adequate actionable insights for data-driven decision making for service level improvement and consistent brand experience through all customer interactions.
Job Description

• Perform quality assurance checks on phone conversations, emails, and chats performed by contact center executives.
• Develop evaluation programs that maximizes the output and productivity of the contact center.
• Audit & assess recorded voice calls, messages, and chat discussions against specified agent performance scorecards.
• Assess clients’ satisfaction levels with the interaction event.
• Analyze caller meetings for adhesion to rules and procedures
• Use soft skills to successfully resolve issues, comprehend published quality standards and apply the rules to the assessment process.
• Participate in the development of call monitoring style and industry best practices.
• Monitor calls and report data and trends to the facility management team.
• Gather and track individuals and team progress using a quality tracking data management system
• Review customer care email replies.
• Participate in client and consumer listening initiatives to discover consumer requirements and expectations.
• Deliver actionable services to multiple internal support groups as required.
• Manage and organize call sessions for call center employees.
• Provide feedback to the team leader and supervisors in the call center.
• Review scorecard outcomes with management.

Requirement

• BSc. in any relevant discipline
• 3 - 5 years of experience in collecting, analyzing, and presenting data and recommendations to management in a multinational.
• Outstanding knowledge of latest CRM tools.
• Certification in Customer Relationship Management or related certification is an added advantage.
• Experience in the electronics industry will be a valuable advantage.
• Extensive knowledge of PCs and related software applications, such as Word, PowerPoint, Excel etc.
• Ability to pay attention to great detail and accuracy of judgement.
• Excellent customer experience management skills.
• Must be a self-starter and self-motivator.
• Superb listening and analytical abilities.
• Intellectual ability and outstanding writing competence.
• Must be able to react to changes quickly and shift priorities as needed.
• Must possess professional dignity and constructive conversational skills.
• Effective organizational and time management skills with the ability to work effectively and meet