• Quality Assurance Analyst at ​Tizeti Network Limited

    work ​Tizeti Network Limited
    Date 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

    Job Description

    • 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.

    work ​Tizeti Network Limited

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