Tizeti Network Limited Quality Assurance Analyst Jobs in Nigeria

Tizeti Network Limited Quality Assurance Analyst Jobs in Nigeria


Job Description

  • Ensure that set standards on call and email handling are met and 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 Center 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 company.

  • 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.

    Requirements

  • First Degree in any discipline

  • A Master’s Degree or other professional qualification will be an added advantage

  • 1-3 years cognate experience

  • Knowledge of call center structures, policies, and procedures.

  • Knowledge of customer service and service level monitoring.

  • Knowledge of all Company’s full range of products.

  • Knowledge of regulations
    governing the management of products and services.

  • Knowledge of what constitutes effective service delivery.

    How to Apply

    For more information and job application details, see; Tizeti Network Limited Quality Assurance Analyst Jobs in Nigeria

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