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Officer - Channel Quality And Compliance (Online), Customer Services

Closing: Jan 30, 2023

Closing today

Published: Jan 23, 2023 (8 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Requirements

Education:

  • First Degree in any relevant discipline
  • Fluent in English

Experience:

  • 3 - 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization.
Responsibilities

Requirements

Education:

  • First Degree in any relevant discipline
  • Fluent in English

Experience:

  • 3 - 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization.
  • Calibrate calls within the Online Assistance Centre to ensure compliance to Customer Relations quality management metrics.
  • Conduct daily Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Conduct periodic audit for the division ensuring service standards are adhered to.
  • Conduct quality gap analysis.
  • Conduct mystery shopping for the customer touch points.
  • Conduct weekly, monthly, quarterly audits for the Online Assistance Centre.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Ensure digital channels are updated and uniform information is communicated across these channels.
  • Assist the Channel Quality and Compliance Team Lead to ensure the implementation of the Quality Assurance recognition program.


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