Call Center Quality Assurance Manager Recruitment in an FMCG Industry

Cornerstone Staffing – Our client, a big player in the FMCG Industry is looking to recruit qualified candidates to fill the vacant position below:

Job Title: Call Center Quality Assurance Manager

Location: Lagos

Job Description

  • The Quality Assurance Manager is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.
  • The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Education and Experience

  • Minimum of Bachelor of Science in a relevant business discipline.
  • 8+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
  • Successful track record leading projects, process improvements or operations, possibly in a CS environment
  • 3+ years of reporting / analytical experience with quality assurance programs or relevant contact center experience.
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio

Skills and Competencies:

  • Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
  • Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
  • Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
  • Results orientated with a bias for action, taking responsibility and owning delivery.

Responsibilities

  • Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
  • Perform review of contacts from all channels to ensure adherence to quality assurance standards
  • Convert concepts and abstracts into tangible and digestible material/programs
  • Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
  • Lead QA site calibration and identify process improvements relating to contacts and behaviors
  • Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
  • Present stakeholders with observations and trends identified during contact review
  • Lead compliance enforcement including reporting and trend analysis
  • Create new metrics and dashboards to measure and improve quality metrics.
  • Be the voice, advocate and key point of contact (from the QA perspective) for local teams


How to Apply

Interested and qualified candidates should:
Click here to apply online

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