Quality Assurance and Coaching Specialist

4 weeks ago

Lagos, Lagos, Nigeria MIM Finance Company Full time

Responsibilities:

Quality Assurance Program Development: Design, implement, and manage a
comprehensive quality assurance program for the collections and customer
response team, including defining key performance indicators (KPIs), quality
standards, and evaluation criteriaPerformance Monitoring and Evaluation: Monitor and evaluate the
performance of team members through call monitoring, performance metrics
analysis, and review of customer interactions to assess adherence to quality
standards, regulatory compliance, and customer service excellence.Quality Assurance Audits: Conduct regular audits and evaluations of customer
interactions, including phone calls, emails, and written correspondence, to
identify areas for improvement, compliance issues, and training needs.Feedback and Coaching: Provide constructive feedback and coaching to team
members based on quality assurance evaluations, performance metrics, and
identified development areas, with a focus on enhancing communication skills,
customer service techniques, and compliance with company policies and
procedures.Training and Development: Collaborate with training and development teams to
design and deliver targeted training programs, workshops, and coaching
sessions to address identified skill gaps, promote best practices, and support
ongoing professional development for team members.Process Improvement Initiatives: Identify opportunities for process
improvement, efficiency gains, and customer experience enhancement within
the collections and customer response team and work cross-functionally to
implement and evaluate improvement initiatives.Quality Reporting and Analysis: Prepare and present regular reports and
analysis on quality assurance performance, trends, and actionable insights to
senior management, highlighting achievements, areas for improvement, and
recommendations for enhancing team effectiveness and efficiency.

Requirements:

Bachelor's degree in business, communications, or a related field; relevant
certifications in quality management or customer service preferred.Proven experience in quality assurance, coaching, or training roles, preferably in
a contact center or customer service environment. Strong understanding of quality assurance methodologies, performance metrics,
and compliance requirements, with the ability to develop and implement
effective quality assurance programs and initiatives.Excellent communication, interpersonal, and coaching skills, with the ability to
provide constructive feedback, motivate team members, and drive performance
improvement.Analytical mindset with strong problem-solving skills, attention to detail, and the
ability to analyse data, identify trends, and make data-driven recommendations
for process improvement.Proficiency in using quality monitoring tools, CRM systems, and Microsoft Office
applications for data analysis, reporting, and communication.

Working Conditions:

This position may require occasional evening or weekend work to accommodate
team schedules and meet project deadlines

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