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Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 2 – 3 years
Location: Lagos
Job Field: Customer Care
Major Responsibilities

By conducting remote, random audits for the Call Center, you can keep an eye on and control the partner agents’ quality of service delivery.
Conduct sporadic re-audits of partner QA audits to determine whether they actually conform to the required quality audit process set out by SmartCash PSB.
Social media, outbound, the back office, etc.
In order to close identified process gaps, provide management with feedback on products, services, and issues affecting customers that were discovered through quality monitoring.
Conduct remote random audits for new employees at the call center to assess the effectiveness of the training and guarantee that the agents are qualified for the position.
Make sure that all quality monitoring tools are updated to reflect the necessary weights and characteristics for each LOB.
Plan, implement, and oversee the frontline workers’ monthly Job Knowledge Quiz.

Education & Experience

Bachelor’s Degree in any discipline
2-3 years Call Centre background in Banking/Telco/Service industry.
Skills & Competencies:

Proficient in using customer service resolution tools (ACR, SV, ECMS, Maximus)
Strong numeric ability
Knowledge of performance evaluation and customer service metrics
Strong Interpersonal Skills & People Centric.
Excellent organizational and leadership skills with a problem-solving ability
Effective communication skills
Clear in communication, both written and verbal.
Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
Knowledge of business process re-engineering principles and processes

[b]Apply via link below:

https:///3d2RYpb