Job Details



Quality Assurance Analyst

Interra Networks Ltd

Abuja Feb 16, 2018 - Mar 14, 2018
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DESCRIPTION

iNterra Networks is an Information & Communications Technology (ICT) Company headquartered in Atlanta, GA. USA with offices in Abuja, Lagos and Enugu, Nigeria. We operate a BPO (Business Process Outsourcing) facility and provide technology-enabled services to the public and private sector. Our services provide our customers with world-class, convenient, reliable and cost-effective business solutions.

We are in need of a Quality Assurance Analyst.

REQUIREMENTS

  • Ability to provide Quality Monitoring (QM) and feedback report for all Call Centre Agents.
  • Assist with Agent training on call handling and use of tools and systems based on performance and results from call monitoring.
  • Ability to work on activities of a diverse scope, requiring minimal interpretation of policies and guidelines.
  • Prioritize own weekly schedule and guide others in the completion of tasks within clearly defined schedules as set by Leadership.
  • Ability to review and update call/contact handling scorecard(s) periodically to align with desired customer experience.
  • Implement a routine standardization process between Quality Staff and supervisors.
  • Monitor and provide timely feedback on calls/agents to align with industry best practices.
  • Assess customer contacts from all channels and work with other support functions to optimize factors impacting quality, e.g. Routing, information access.
  • Ability to provide On-The-Job skills training to Call Center Staff.
  • Liaise with Human Resources to review staffing levels and employee issues.
  • Performs other job-related duties as assigned.

 

KEY COMPETENCIES

  • Proven experience as Quality Assurance Analyst.
  • Experience in customer service is essential.
  • Proficiency in English and good knowledge of at least two (2) major Nigerian languages will be a definite plus.
  • Working knowledge of MS office.
  • Experience in a Service/Sales Contact Centre as a Quality Specialist or Analyst, Preferred.
  • Minimum of one (1) year experience as a Contact Centre Supervisor, preferred.
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