Job Openings in an ICT/ Internet Service Provider for Customer Service

Lorache Group - Our client, an ICT/ Internet Service Provider with coverage across the country, is recruiting to fill the vacant position below:

Job Title: Team Lead - Quality Analyst (Female)

Location:
 Lagos
Function: Customer Service
Reporting To: HOD Customer Service

Major Deliverables

  • To monitor transaction quality of agents over phone, email & chat transcripts
  • Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
  • Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.
  • To maintain performance report of individual Team Members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for Management reviews & Action Plan
  • Conduct Root Cause and Training Need Analysis for various process
  • Responsible for team motivation and Create team synergy for enhanced KPI performance
  • Prepare certification module and evaluate each batch before release to operations teams
Qualifications
  • Graduate / Post Graduate
  • Desired Experience: 3 to 5 years.
Essential Attributes:
  • Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player Desired Attributes Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.


Deadline: 4th April, 2018.

How to Apply
Interested and qualified candidates should send their CV's to: jobs@lorachegroup.com using the job Title as the subject of your mail.

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