Quality Assurance Analyst (Call Center Unit) at Workforce Group

Workforce Group – Our client, in the Banking Sector, is currently recruiting suitably qualified candidates to fill the position below:

Job Title: Quality Assurance Analyst (Call Center Unit)

Location: Lagos

Job Summary

The Quality Assurance Analyst is to ensure the standardization and quality of contact center engagements to meet agreed internal standard and international best practice.

Job Responsibilities

Ensure that set standards on call and email handling is met and calls are handled with excellence.
Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring
Daily monitoring and evaluation of agents’ activities on all Contact Centre channels (Emails, Telephone, Live chat etc.)
Deliver a consistent approach to standardizing customer interactions.
Train/coach agents to develop and imbibe excellent call handling skills.
Develop standard scripts for calls.
Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the bank.
Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Job Requirements