Job For Team Lead – Quality Analysis / Assurance In A Reputable ICT Company

Lorache Group – Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Team Lead – Quality Analysis / Assurance
Location: Lagos

Major Deliverables
Quality:

  • To monitor transaction quality of agents over phone, email & chat transcripts
  • To maintain performance report of individual team members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for management reviews & action plan
  • Conduct root cause and training need analysis for various process
  • Responsible for team motivation and create team synergy for enhanced kpi performance
  • Prepare certification module and evaluate each batch before release to operations teams
  • Provide inputs to supervisor contact centre for new process and refresher trainings to teams.
  • Maintain records of qa reports history of officials and share them with supervisor / hod every week.

Function / Domain:

  • customer service / customer service reporting to hod customer service

Qualifications

  • Graduate / Post Graduate qualification
  • Desired experience: 3 to 5 years

Essential Attributes:

  • customer focused, result oriented, leadership quality, energetic & assertive, knowledge of avaya and reporting structure, proficient with excel, word & power point, team player desired attributes relevant industry experience, should have planning and organizing skills, good interpersonal skills.

 

 


How to Apply

Interested and qualified candidates should send their CV’s to: jobs@lorachegroup.com with the subject as position applied for.

 Application Deadline 25th May, 2018.
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