Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria

Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria



Job Role
  • Responsible 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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