Green Africa is a Lagos-based airline with a mission to be the quality airline that will better connect people and resources in Nigeria, and further, open up the West African seaboard.
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Proven Quality Assurance experience and techniques in a call center environment.
Proficiency in the use of Microsoft Excel and Power Point.
Great attention to details and a result driven approach.
Analyze high volume of calls and messages of over 100 customers daily.
Ability to oversee a team of call center agents.
Resilience to prioritize tasks and complete them in a high-pressure environment.
Job role
Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team.
Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
Monitor SLA for each gCare agent and ensure turnaround time between 25 min - 45 min.
Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month.
Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents.
Responsible for investigating customer complaints and provide corrective & prevention actions.
Overseeing high volume of calls and messages.
Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written).
Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.
Gmail
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