Fresh Jobs at Pagatech Limited

ABOUT THE ROLE

• The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
• The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
• We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

PRIMARY RESPONSIBILITIES

• Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
• Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
• Conduct performance gap analysis and present propositions to the training unit for onward intervention
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
• Conduct regular audits on key customer related processes for the attainment of operational efficiency.
• Produce intelligence and trend reports to manage efficiency indicators of the department.

KEY COMPETENCIES

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Superb communication and Interpersonal skills
• Attention to detail and accuracy
• Problem analysis and problem-solving skills
• Self- driven and hardworking
• Ability to multitask and manage competing priorities
• Good team player
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS 

• Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
• Bachelor’s degree with a minimum of a 2:1 or equivalent
• Proficiency in Ms Office - Excel, Word, and PowerPoint
• Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
• Communicates tactfully and effectively both verbally and in writing.
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.
• Good knowledge of Paga product and services.
• Strong knowledge of customer care processes and techniques.
• Must have completed the mandatory NYSC

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ABOUT THE ROLE

• Responsible for coordinating, supervising and providing floor support for the onboarding team.
• Ensure immediate operational needs of frontline representatives are properly addressed; ensure all representatives adhere to the established work schedule and key performance indicators.  

ROLES AND RESPONSIBILITIES

• Act as a first level escalation point for issues beyond CSRs’ sphere of control
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Prepare/compile agreed periodic activity and performance reports
• Ensure the timely and accurate communication and dissemination of relevant information to the team.
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations 
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the onboarding analysts to ensure that they achieve or exceed expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager
• Perform any other duties as assigned by the Manager, Customer Care.

EDUCATION AND EXPERIENCE

• First degree or its equivalent in a relevant discipline.
• Three (3) to Five (5) years relevant work experience.
• Proficiency in Ms Office - Excel, Word and PowerPoint
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all team members
• Ability to manage and motivate staff within a team environment
• Good decision making and problem-solving skills
• Attention to detail, initiative and set high standards
• Demonstrated service excellence at a supervisory level
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.