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Quality Assurance Specialist

3 weeks ago

Lagos, Lagos, Nigeria Mwanga Full time
About Mwanga

Mwanga is a forward-thinking organization dedicated to delivering exceptional customer service. We are committed to fostering a culture of excellence, where our team members thrive in a supportive and dynamic environment.

Job DescriptionRole Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team. As a key member of our quality assurance team, you will play a pivotal role in ensuring that our customer service standards are met and exceeded.

Key Responsibilities
  • Develop and implement quality monitoring strategies to evaluate the performance of our contact center agents.
  • Analyze quality reports to identify areas for improvement and provide actionable insights to management staff.
  • Collaborate with team leaders and managers to coach and develop agents, enhancing their skills and knowledge.
  • Utilize data from our quality monitoring system to track performance at both team and individual levels.
  • Facilitate regular calibration sessions to ensure consistency in scoring and evaluation.
  • Conduct agent feedback sessions, providing constructive feedback to drive continuous improvement.
  • Monitor and address agent behavior, focusing on delivering exceptional customer experiences.
  • Perform duties efficiently, adhering to business needs, and be willing to work extra hours as required.
Requirements
  • Bachelor's degree or Higher National Diploma (HND) qualification.
  • A minimum of 2-4 years' experience in a similar role, preferably in a debt recovery agency.
  • Proficient use of Microsoft Excel for reporting.
Compensation and Benefits

The successful candidate can expect a competitive salary range of $60,000-$80,000 per annum, commensurate with experience.