Job Opportunities at ConSol Limited

ConSol is the premier provider of Contact Centre Services and Business Process Outsourcing (BPO) Customer Management Solutions (CMS) in Nigeria. Our corporate vision as part of our efforts to deliver customer management solutions is Building Bridges, Creating Opportunities. Our Mission is to “Set customer-centric service standards through synergy, trust and excellence in a manner that would enhance the profitability of our stakeholders’.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst

Location: Alausa - Ikeja, Lagos
Employment Type: Full-time

Objective / Purpose

• QA Analyst will be responsible for working with both agents and Call Centre management to ensure that all aspects of quality assurance and adherence are aligned with client and corporate expectations
• QA Analyst will conduct live monitoring, call research and is responsible for scheduling and facilitation client calibration sessions when appropriate.

Job Duties / Responsibilities / Accountabilities

• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Implement the use of coaching, training and development to contact centre agents
• Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitates call calibration sessions for call center agents.
• Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
• Monitor Agent performance / behaviour in a call centre and coach and counsel agents to modify their performance / behaviour to facilitate a high level of customer service.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification.

Experience:

• Minimum of 2 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.

Job Title: Information Systems Officer

Location: Alausa - Ikeja Lagos
Employment Type: Full-time

Job Duties / Responsibilities / Accountabilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Maintain daily performance of computer systems and software.
• Respond to email messages for customers seeking help.
• Support customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Manage the service desk
• Document activity and reports potential problems according to established procedures
• Detect errors and takes action according to documented procedures
• Contribute to the reduction in volume of incidents and proactive problem management.
• Cooperate in coordinated activities between different external groups where required in order to ensure full support and information is provided.
• Applies technical policies and standards to the systems supported
• Give first level support to the end-users in a friendly and professional manner.
• Ensure regular update of all IT inventories
• Provide innovative solution for the service desk management
• Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.
• Assist to deploy tools to solve customer issues with software applications, network monitoring, network planning, network performance and other issues customer’s experience
• Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, analyzing and recording test data for future reference
• Provide first level support to the Local Area Network (LAN)
• Perform any other tasks assigned by the IS Officer/IS Manager

Requirements
Education Qualification:

• Minimum of Bachelor's degree in Computer Science, Electrical / Electronic Engineering, or other related disciplines from an accredited Higher Institution.

Professional Qualification:

• Membership of / certification from recognized Information Technology professional bodies:
  • CISCO-CCNA
  • CCNP
  • CCIE
  • EXIN-ITIL
  • Microsoft Certifications: MCITP, MCSE

Experience:

• Minimum of 1-2 years’ experience in a similar position.

Job Title: Quality Assurance Supervisor

Location: Alausa - Ikeja, Lagos
Employment Type: Full-time

Objective / Purpose

• Supervise the Call Centre Quality Monitoring (QM) function and responsible for assuring call quality standards are being evaluated fairly and consistently.
• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures.

Job Duties / Responsibilities / Accountabilities

• Supervise all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Co-ordinate coaching, training and development to contact centre agents
• Supervise the use of quality monitoring data management system to compile and track performance at team and individual level.
• Coordinate and facilitatecall calibration sessions for call center agents.
• Supervise the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Supervise Agents’ feedback session and provide feedback to call center Team lead and managers.
• Supervise Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
• Supervise Call Centre Agents and adhere to the policies and procedures of each Project.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification

Experience:

• Minimum of 2 - 3 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.

Job Title: Client Experience Officer

Location: Marina, Lagos
Employment Type: Contract

Job Responsibilities

• Handle customer complaints or enquiries via telephone, emails or text messages.
• Provide customers with needed information and support
• Make outbound calls.
• Receive inbound calls
• Ensure that customers/callers are satisfied.
• Gather information from customers.
• Consistently ensure call (outbound/inbound) quality
• Contributes to team effort by accomplishing related results as needed.
• Exhibiting competent product Knowledge.
• Promote good listening skills.
• Manage length of calls.
• Utilize computer technology to handle high volume of calls
• Work closely with Team leads, supervisors and call centre manger to ensure synergy and all time customer satisfaction
• Adherence to call script and call centre policies.
• Compile reports.

Job Requirements
Education Qualification:

• Minimum of ND in Mass Communications or any related field.

Professional Qualification:

• Relevant Contact Centre Operations Certification.

Experience:

• Experience in the Banking / Financial Sector is a MUST.
• Candidate with Banking Experience is preferred
• Minimum of 1-2 years relevant work experience in the Contact Centre
• Working knowledge of appropriate CRM software (preferably Zendesk) and understanding of the Contact center industry.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the "Job Title" as the subject of the email.

Application Deadline 28th February, 2021.

Note: Only shortlisted candidates will be contacted.