Quality Assurance Analyst (Call Center Unit)

Workforce Group - (See More Jobs) 3.7 ★ 3 Reviews

May 07, 2019
Subscribe to FREE job alerts.Don't miss any opportunity. Get notified of new jobs

Workforce Group is recruiting for fulltime Quality Assurance Analyst (Call Center Unit).

Job Details

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.

 

Job Requirements

Min Required Experience:

1 year(s)

Min Qualification:

Bachelor's Degree/HND

Desired Courses:

Not Specified

Other Requirements:

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.

If any company or recruiter demands money from you, please report to us immediately. View how to detect fake recruiters/companies Here

Sorry this Job Listing has Expired

About Workforce Group Limited

  • Type: Private
  • 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...Know More about Workforce Group Limited

Employees said said they are "Satisfied" with this workplace.
Have you worked in this company? Share your Experience
Subscribe to FREE Job Alerts.Don't miss any opportunity. Get notified of new jobs

Job Seekers Also Viewed

More Related Jobs

Some Similiar Companies Currently Recruiting

Alan & Grant

2 Positions - Lagos

Stanbic IBTC Bank

8 Positions - Not Specified

Trinity Finance

1 Position - Lagos

ARM Life Plc

3 Positions - Lagos

➝ View More Companies Recruiting
Filter Jobs
Recently Popular Jobs

Latest Jobs in Nigeria Today - Ngcareers

Ngcareers.com is Nigeria's top job search, recruitment and career website. We provide you the latest jobs and vacancies in Nigeria today.

As a job seeker you can search for jobs from latest and verified job adverts and career information from employers and recruiters in all Nigerian states. You can upload/create your resume to improve your visibility.

Our job services are FREE for job seekers. You can subscribe to Ngcareers via: Email, Facebook, Twitter or Youtube.