Quality Assurance Specialist at Tizeti Network Limited

⏲ Feb 13, 2023, 11:51 PM
⋕ View all ICT & Telecommunications jobs
⌂ See more jobs at 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.