Team Lead – Quality Analyst Job Vacancy In A Reputable Internet Service Provider/ ICT Company

Lorache Group – Our client, an Internet Service Provider/ ICT with coverage across the country is recruiting to fill the position below:
Job Title: Team Lead – Quality Analyst
Function: Customer Service
Reporting To: HOD Customer Service
  • Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.
  • Graduate / Post Graduate qualification.
  • Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
  • 3 to 5 years work Experience.
  • To monitor transaction quality of agents over phone, email & chat transcripts
  • Prepare certification module and evaluate each batch before release to operations teams
  • 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
How to Apply
Interested and qualified candidates should forward their CV’s to: with subject as position applied for.
Application Deadline  30th March, 2018.
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