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Quality Assurance Analyst

Closing: Apr 6, 2024

This position has expired

Published: Mar 22, 2024 (21 days ago)

Job Requirements

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Job Summary

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Requirements
  • Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
  • Bachelor's Degree with a minimum of a 2:1 or equivalent
  • Proficiency in Ms Office - Excel, Word, and PowerPoint
  • Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
  • Communicates tactfully and effectively both verbally and in writing.
  • Flexibility and adaptability to new instructions and/or dynamic organisational priorities
  • Must be a team player and able to work collaboratively with and through others.
  • Good knowledge of Paga product and services.
  • Strong knowledge of customer care processes and techniques.
  • Must have completed the mandatory NYSC

Key Competencies:

  • Organisational and planning skills
  • Excellent communication skills – verbal and written
  • Superb communication and Interpersonal skills
  • Attention to detail and accuracy
  • Problem analysis and problem-solving skills
  • Self- driven and hardworking
  • Ability to multitask and manage competing priorities
  • Good team player
  • Flexibility
Responsibilities
Requirements
  • Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
  • Bachelor's Degree with a minimum of a 2:1 or equivalent
  • Proficiency in Ms Office - Excel, Word, and PowerPoint
  • Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
  • Communicates tactfully and effectively both verbally and in writing.
  • Flexibility and adaptability to new instructions and/or dynamic organisational priorities
  • Must be a team player and able to work collaboratively with and through others.
  • Good knowledge of Paga product and services.
  • Strong knowledge of customer care processes and techniques.
  • Must have completed the mandatory NYSC

Key Competencies:

  • Organisational and planning skills
  • Excellent communication skills – verbal and written
  • Superb communication and Interpersonal skills
  • Attention to detail and accuracy
  • Problem analysis and problem-solving skills
  • Self- driven and hardworking
  • Ability to multitask and manage competing priorities
  • Good team player
  • Flexibility
  • The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
  • The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
  • We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

Primary Duties

  • Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
  • Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
  • Conduct performance gap analysis and present propositions to the training unit for onward intervention
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
  • Conduct regular audits on key customer related processes for the attainment of operational efficiency.
  • Produce intelligence and trend reports to manage efficiency indicators of the department.

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