Job title: Quality Assurance Specialist
Location: Ilupeju, Lagos State
Salary: N250,000 net and other benefits
Report to: Contact Centre Manager

Summary:
Quality Assurance Specialist responsibilities include developing quality standards, evaluating calls, design of call scripts/surveys, and identifying issues with the products or services.

Responsibilities:
• Ensure that standards and safety regulations are observed
• Address and discuss issues and proposed solutions with superiors
• Document quality assurance activities and create audit reports
• Make recommendations for improvement
• Preparing and implementing quality assurance policies and procedures
• Performing routine inspections and quality tests
• Handle daily team briefing and product pieces of training
• Develop performance improvement activities to improve team/agent performance
• Ensure adherence to policies & processes in the Contact Centre etc.
• Performance report of Weekly/Monthly achieved to line Manager

Requirements:
• BSC / HND in any degree
• Minimum of 4yr Customer Service Experience
• Proficient in Microsoft Office applications and Excel
• Good team player
• Good Analytical skill
• Customer Centric Orientation
• Excellent multitasking, time management and leadership skills.
• Minimum 1 year of experience in a Quality specialist role
• Knowledgeable of Call Centre KPIs

Interested and qualified applicants can apply to recruitment@mactay.com using the job role and preferred location as the subject of the mail.