JOB OPENING!!!

LOCATION: Lagos
JOB TITLE: Quality Control


Responsibilities:
* Maintain and develop internal support and call center quality standards;
* Review a subset of support agents’ conversations (calls, emails, chat, etc)
* Assess support interactions based on internal standards;
* Accompany evaluations with meaningful and constructive feedback;
* Discuss and explain feedback with agents in regular meetings;
* Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
* Create strategies to improve support KPIs;
* Help agents improve their performance with specific instructions and constant support;
* Map the need for training and onboarding programs and initiate these projects;
* Monitor customer service performance on the agent and team level;
* Create reports that reflect support performance;
* Report support team’s performance to higher-ups;
* Participate in calibration sessions to maintain consistency in internal evaluations;
* Contribute to the team culture in a positive manner.
Requirements:
* Experience in the customer service space; with Finance background
* Proven track record of analytical skills;
* Hands-on experience in quality assurance;
* Great people skills and ability to communicate (negative) feedback;
* Good organizational skills, knowledgeable in goal-setting practices;
* Examples of data visualization abilities and understanding of support metrics;
* Perception of basic business metrics and how support impacts those;
* Problem-solving capabilities to create meaningful strategies to improve support quality.

Method of Application
Interested and qualified candidates should send their CV to: marvelconsult85@gmail.com using the Job title as the subject of the email.