Quality Analyst – Advocacy at Innovatum Technology Limited

Innovatum Technology Limited – We are an outsourcing and Project Execution Company that is technologically inclined in Nigeria, and do hereby seek applications from qualified and suitable candidates for the position below from a growing offline and online Technological outfit that specializes on Social media:

Job Title: Quality Analyst – Advocacy

Location: Nigeria

Responsibilities

Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
Provide feedback, coaching and mentoring to Personnel as needed,
Work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
Quality Specialists are also responsible for refresher training on process changes and analysis and reporting,
Working closely with Facebook to update and implement quality criteria and process changes.

Qualification and General Skills

Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
Minimum of 3 years of experience in a training role in a technical support or client care operation
Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided
Fluent English is mandatory
Experience handling customers within service/technical fields within Call center environment
Expert familiarity with and quality review in all departments
Able to adapt quickly to changes in workflow
Excellent written, verbal, and customer service skills
Mastery of all customer-communication
Comfortable communicating with all levels of management
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Clearly demonstrated passion for ensuring the success of Facebook culture of excellence and commitment to quality and customer service
Flexibility to work rotating shifts
Excellent computer skills
Project management experience to include an understanding of business process improvement methods
Understand departmental policies and procedures
Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.