Quality Assurance Analyst (Call Center Unit)

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Job Description

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
Minimum years of experience

1

Qualifications
FSLC /SSCE /JSCE /NABTEB /ADN /OND /ND /NCE /B.Sc /B.Ed /B.Tech
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.

This job is no longer accepting applications.

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About Workforce Group Limited
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 businesses in their quest to create sustainable value for their customers and stakeholders. Leveraging on our cross-industry and cross-functional expertise, we are known for our ability to consistently adopt a thorough approach in understanding peculiar client needs and consequently deploy customised ...
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Job Summary
Published
May 7, 2019
Offer Type
Full time
Experience
Minimum of 1years
Location
Lagos
Deadline
May 30, 2019
Specialization
Quality Analyst / Quality Control
Industries
Banking / Financial Services
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