Workforce Group is recruiting for fulltime Quality Assurance Analyst (Call Center Unit).
Workforce Group - Our client, in the Banking Sector, is currently recruiting suitably qualified candidates to fill the position below:
Job Title: Quality Assurance Analyst (Call Center Unit) Location: Lagos Job Summary The Quality Assurance Analyst is to ensure the standardization and quality of contact center engagements to meet agreed internal standard and international best practice. Job Responsibilities Ensure that set standards on call and email handling is met and calls 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 Centre 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 bank. 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.
Min Required Experience: 1 year(s)
Min Qualification: Bachelor's Degree/HND
Desired Courses: Not Specified
Job Requirements First Degree in any discipline 28 years and below 1-3 years cognate experience Knowledge of Banking’s structures, policies, processes, and procedures Knowledge of Banking Operations Knowledge of customer service and service level monitoring Knowledge of all Company’s full range of products Knowledge of regulations governing the management of financial services Knowledge of the Code of Banking Practice Knowledge of what constitutes effective service delivery Knowledge of Bank’s operating environment and business strategy.
Application Closing Date 30th May, 2019. How to Apply Interested and qualified candidates should: Click here to apply online Note: Qualified candidates will be invited for an interview as soon as possible.
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About Workforce Group Limited
Headquarters: Plot 9, Block A, Gbagada Industrial Scheme, Beside UPS, Gbagada Expressway, Lagos.
Workforce Group is a diversified Human Capital, Outsourcing and Business Consulting firm focused on helping organisations succeed.Founded in 2004, we have built a firm uniquely positioned to assist bu...
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