Job For Team Lead - Quality Analysis / Assurance In A Reputable ICT Company

Lorache Group - Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Team Lead - Quality Analysis / Assurance Location: Lagos Major Deliverables Quality:

• To monitor transaction quality of agents over phone, email & chat transcripts
• 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
• 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.

Function / Domain:

• customer service / customer service reporting to hod customer service

Qualifications

• Graduate / Post Graduate qualification
• 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.

How to Apply Interested and qualified candidates should send their CV's to: [email protected] with the subject as position applied for.