Yudala Limited is ready to carve a niche for itself by being the first organization to combine an online shopping platform with retail stores located in major cities across the country.

POSITION : Quality Assurance Analyst
 
Responsibilities

• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Centre. Proper sampling of the phone calls and then report the results of the study.
• Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Centre leadership, Call Centre operations, analysts and the Service Quality teams.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Centre teams and sites.
• Uses Call Centre tools to gather data and analyze trends or patterns affecting quality.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Primary Qualifications

• Education: A good first degree in any relevant discipline
• Professional Qualification: Relevant training certificate
• Experience: 3-5 years’ experience in Quality Assurance

Functional/Technical:

• Problem analysis and problem solving skills
• Attention to details and accuracy.
• Knowledge of customer service principles and practice
• Data collection and ordering.

How To Apply
Candidates should send their CV's to:recruitment@yudala.com