Team Lead - Quality Analyst at Lorache Group

Lorache Group - Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Team Lead - Quality Analyst

Location: Lagos
Function / Domain: Customer Service
Reporting To: HOD Customer Service

Major Deliverables

• To monitor transaction quality of agents over phone, email & chat transcripts
• To maintain performance report of individual Team Members
• Audit processes for identifying process gaps and provide inputs for process efficiency
• Prepare monthly performance reports for Management reviews & Action Plan
• Conduct Root Cause and Training Need Analysis for various process
• Responsible for team motivation and Create team synergy for enhanced KPI performance
• Prepare certification module and evaluate each batch before release to operations teams
• Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
• Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Requirements/Qualification

• Post graduate qualification

Desired Experience:

• 3 to 5 years

Essential Attributes:

• Customer Focused,
• Result oriented, Leadership quality,
• Energetic & Assertive,
• Knowledge of AVAYA and reporting structure,
• Proficient with Excel,
• Word & Power point,
• Team Player

Desired Attributes:

• Relevant Industry Experience,
• Should have Planning and organizing skills,
• Good interpersonal skills.

Application Closing Date
11th January, 2018.

Method of Application
Interested and qualified candidates should send their Applications and CV's to: [email protected] using the position and location applied for as subject of the mail.