JOB POSITION: Team Lead - Quality Analyst
OPENINGS: (Location) LAGOS
MAJOR DELIVERABLES
QUALITY: 1] To monitor transaction quality of agents over phone, email & chat transcripts
2] To maintain performance report of individual Team Members
3] Audit processes for identifying process gaps and provide inputs for process efficiency
4] Prepare monthly performance reports for Management reviews & Action Plan
5] Conduct Root Cause and Training Need Analysis for various process
6] Responsible for team motivation and Create team synergy for enhanced KPI performance
7] Prepare certification module and evaluate each batch before release to operations teams
8] Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
9] 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
PLACE OF POSTING: Lagos, Nigeria
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
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