Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria
Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria
Job RoleResponsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team
Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction
Monitor SLA for each gCare agent and ensure turnaround time between 25 min - 45 min
Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month
Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents
Responsible for investigating customer complaints and provide corrective & prevention actions
Overseeing high volume of calls and messages
Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written)
Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.
Qualifications
Candidates should possess a B.Sc or HND in any related field
Proven Quality Assurance experience and techniques in a call center environment
Proficiency in the use of Microsoft Excel and Power Point
Great attention to details and a result driven approach
Analyze high volume of calls and messages
of over 100 customers daily
Ability to oversee a team of call center agents
Resilience to prioritize tasks and complete them in a high-pressure environment
Must have Skills:
Time management Analytical Communication Attention to details Problem solving
Good to have skills
Interpersonal Decision-making Leadership Organization.
How to Apply
For more information and job application details, see; Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria
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