Quality Assurance Specialist

1 month ago


Lagos, Lagos, Nigeria Mwanga Full time
Job Title: Quality Assurance Analyst

At Mwanga, we are seeking a highly skilled Quality Assurance Analyst to join our team. As a Quality Assurance Analyst, you will be responsible for ensuring the highest level of customer service in our call center.

Key Responsibilities:
  • Execute all aspects of quality assurance, including call monitoring, evaluation, and calibration scoring.
  • Prepare and analyze internal and external quality reports for management staff review.
  • Implement coaching, training, and development programs for contact center agents.
  • Utilize quality monitoring data management systems to track performance at the team and individual level.
  • Facilitate call calibration sessions for call center agents.
  • Implement scheduling, facilitation, and documentation of regular continuous improvement meetings.
  • Execute agents' feedback sessions and provide feedback to call center team leaders and managers.
  • Monitor agent performance and behavior in the call center and coach/counsel agents to modify their performance/behavior to facilitate a high level of customer service.
Requirements:
  • Minimum of B.Sc./HND qualification.
  • 2-4 years' experience as a call center quality assurance analyst.
  • Previous experience in a debt recovery agency is an added advantage.
  • Proficient use of Microsoft Excel for reporting.


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