Job Role: Call Center Quality Assurance Analyst
Job Location: Lekki Phase 1
Employment Type: full-time
Report to: Contact Center Manager.

About The Role
We derive fulfillment when our customers are happy; which is why we have a Customer service department responsible for creating an exceptional customer experience. We are looking for a young, driven individual with an entrepreneurial mindset to join our Customer Service department as a Call Center Quality Assurance Analyst (QA). You will be responsible for assessing the performance of our call center agents, who deal with our existing and potential customers.

Responsibilities :
• Oversee the daily #qualityassurance standard of the call center unit.
• Participate in the design of call monitoring #formats and quality standards.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Coordinate and facilitate call calibration #sessions for call center staff.
• Prepare and analyze internal and external quality reports for management staff review.
• Induction and orientation of #newagents as well as constant follow-up on in-house agents to ensure no standard compromise.
• Review and champion the following reports: #IVR Testing, #Inbound, and #Chat
• Participate in customer and client listening programs to identify customers’ #needs and #expectations.
• Other duties assigned by the Line manager.

Requirements:
• Have a bachelor’s degree or HND in any related field.
• At least 2 years of experience working in the contact center as a quality assurance analyst
• Have experience measuring call center employees’ performance including coaching to call center metrics.
• Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
• Excellent verbal and written communication skills.

What we have to offer (but are not limited to):
• A good salary structure and other fringe benefits.
• Profit sharing
• Leave allowance
• Health insurance (HMO)

Method of Application:
To apply, kindly send your CV to careers@bukkahut.com, using the job title as the subject of the mail.