Quality Assurance Analyst at Tizeti Network Limitedwork Tizeti Network LimitedplaceLagosDate Posted: 2020-07-24
Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We are recruiting to fill the position of a Quality Assurance Analyst in Lagos
- Ensure that set standards on call and email handling are met and 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 Center 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 company.
- 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.
- First Degree in any discipline
- A Master’s Degree or other professional qualification will be an added advantage
- 1-3 years cognate experience
- Knowledge of call center structures, policies, and procedures.
- Knowledge of customer service and service level monitoring.
- Knowledge of all Company’s full range of products.
- Knowledge of regulations governing the management of products and services.
- Knowledge of what constitutes effective service delivery
How to Apply
Interested and qualified candidates should click here to apply.
Tizeti Network Limited
Click here to join our Telegram community
Click here to report a suspicious job posting
Subscribe to our mailing listSubscribe