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  • Posted: Mar 23, 2018
    Deadline: Mar 30, 2018
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    LORACHE LIMITED is a marketing management, Human Capital development and Business Process & Strategist consultancy outfit, registered with Company & Allied Commission (CAC) of Nigeria to perform such businesses. LORACHE deals in sales and marketing consultancy and training organisation working across multiple industries, including the consumer goo...
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    Team Lead - Quality Analyst

    Our Client, an Internet Service Provider/ ICT with coverage across the country is recruiting for the post of QUALITY ANALYST (TEAM LEAD)

    MAJOR DELIVERABLES
    QUALITY:

    • To monitor transaction quality of agents over phone, email & chat transcripts
    • To maintain performance report of individual Team Members
    • Audit processes for identifying process gaps and provide inputs for process efficiency
    • Prepare monthly performance reports for Management reviews & Action Plan
    • Conduct Root Cause and Training Need Analysis for various process
    • Responsible for team motivation and Create team synergy for enhanced KPI performance
    • Prepare certification module and evaluate each batch before release to operations teams
    • Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
    • Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

    FUNCTION / DOMAIN: Customer Service / Customer Service Reporting To HOD Customer Service

    ESSENTIAL ATTRIBUTES: Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player Desired Attributes Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.

    QUALIFICATIONS: Graduate / Post Graduate

    DESIRED EXPERIENCE: 3 to 5 years

    Method of Application

    Qualified and interested candidates should forward CVs to jobs@lorachegroup.com with subject as position applied for.

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