• Ongoing Recruitment at Wakanow.Com - 4 Positions

  • Posted on: 12 September, 2014 Deadline: Not Specified
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  • Wakanow.com is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally.

    Wakanow.com 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 And Revenue Specialist in Lagos, Abuja, Port Harcourt and Kano

    Quality Assurance And Revenue Specialist


    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

    Interested and suitably qualified candidates should click here to apply online.

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