Call Center Quality Expert

8 hours ago


Lagos, Lagos, Nigeria Mwanga Full time
About the Role

Mwanga is seeking an experienced Call Center Quality Expert to join our team. In this role, you will play a critical part in ensuring that our call center operations meet the highest standards of quality and customer service.

As a key member of our quality assurance team, you will be responsible for monitoring and evaluating call center performance, analyzing data to identify trends and areas for improvement, and developing and implementing coaching and training programs to improve agent performance.

Responsibilities:

  • Monitor and evaluate call center performance using various metrics and tools
  • Analyze data to identify trends and areas for improvement
  • Develop and implement coaching and training programs to improve agent performance
  • Collaborate with team leaders and managers to ensure seamless integration of quality initiatives into daily operations

What We Offer:

  • A competitive salary and benefits package
  • Ongoing training and development opportunities
  • A dynamic and supportive work environment


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