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  • Exciting Vacancy at Wakanow

  • Posted on: 27 January, 2015 Deadline: Not Specified
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  • is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally. offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services from a broad selection of partners.

    Quality Assurance Executive


    Job description

    Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
    Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
    Produce daily/ weekly quality assessment report
    Capture performance management indices from Call Centre and other staff of the Company
    Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
    Organise Mystery shopping for Wakanow outlets and capture reports
    Identify training needs based on result of continuous quality monitoring
    Keep a library of Good, average and poor calls/ e-mails and live chats

    Desired Skills and Experience

    Minimum of B.Sc. Degree 
    2-3 years relevant work experience as a Quality Assurance  Specialist in the Telecommunications/Aviation industry
    Previous Customer Service experience
    Excellent Communications skills
    Strong sales and persuasive skills
    Proficient in Microsoft Office Suite
    Must be a go getter and ability to work with little or no supervision

    Method of Application

    Please do not apply if you do not meet the aforementioned requirements.

    Send CV to with the subject "Quality Assurance - Port Harcourt"

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