Tizeti Network Limited
Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We offer commercial and residential Internet to estates, hotels and multi-tenant buildings.
We are recruiting to fill the position of:
Job Title: Quality Assurance Specialist
Location: Nigeria
Job Description
The Quality Assurance Officer is responsible for:
- Ensuring that set standards on call and email handling are met and are handled with excellence.
- Training /coaching agents to develop and imbibe excellent call – handling skills.
- Develop standard scripts for calls.
- Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
- Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.
- Daily monitoring and evaluation of agents’ activities on all Contact Center channels (incoming/outgoing calls, Emails, etc) and providing regular feedback for training, coaching and mentoring.
- Delivering a consistent approach to standardize customer interactions.
Key Responsibilities
- Assess the quality of the performance of the C all C enter advisors who deal with our existing and potential customers across available communication channels (Phone, Em ail, etc.), by rating the effectiveness of Contact Center advisors; providing quality ratings against set quality monitoring scorecard; identifying training needs; developing training programs; conduct training.
- Use quality monitoring data management tools to compile and track performance at team and individual levels.
- Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve Service Quality.
- Prepare and analyze internal and external quality reports for management staff review.
- Collaborate with other members of our team to ensure that all target s are met and optimized.
- Review inbound and outbound voice and emails interactions, to ensure that agents’ performance are in line with the pre-defined standards.
- Ensure compliance with standard operating procedures.
- Conduct timely and objective performance evaluations across all the interaction channels within the teams
Requirements
- University Degree or HND with a 2.1/Upper Credit, minimum.
- A Master’s Degree or other professional qualification will be an added advantage.
- Minimum of 3 years experience working in quality assurance, customer service and/or Contact Center environments.
- Excellent verbal, written and interpersonal communication skills.
- Ability to multitask, collaborate with other team members, and successfully operate in a fast-paced environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Must be proficient with Microsoft Office (Excel, PowerPoint, and MS word ).
- Fluency in multiple languages may be desired.
- Have an instinct for anticipating and handling problems, crafting solutions, and communicating them to management.
- Listening attentively to customers’ complaints and compliments.
- Good Analytical skills.
Method of Application
Interested and qualified candidates should:
Click here to apply