Call Center Quality Assurance Officer at Bytefin Nigeria Limited – TDPel Jobs
Bytefin is a finance tech company and has been granted a loan business license by the Lagos government. Bytefin’s main business is to provide personal credit loan services to Nigerian citizens.
We are recruiting to fill the position below:
Job Title: Call Center Quality Assurance Officer
Employment Type: Full-time
A Call enter Quality Assurance Officer must measure and evaluate the performance of the customer service representatives who come in direct contact with the company’s consumer base.
The main goal is to ensure objectives are being met to maintain operations at an optimal level.
Quality assurance representatives use tools like call monitoring and audio recording software to evaluate representatives’ performance metrics and assist upper management with discovering weaknesses and rewarding strengthsin customer service.
As a Customer Service Quality Assurance Officer, your goal is to maintain a high and consistent level of support quality across the team.
It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment
Maintain and develop internal support and call center quality standards;
Review a subset of support agents’ conversations (calls, emails, chat, etc)
Assess support interactions based on internal standards;
Accompany evaluations with meaningful and constructive feedback;
Discuss and explain feedback with agents in regular meetings;
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
Create strategies to improve support KPIs;
Help agents improve their performance with specific instructions and constant support;
Map the need for training and onboarding programs and initiate these projects;
Monitor customer service performance on the agent and team level;
Create reports that reflect support performance;
Report support team’s performance to higher-ups;
Participate in calibration sessions to maintain consistency in internal evaluations;
Positively contribute to the team culture.
Candidates should possess a Bachelor’s Degree with 0 – 1 year work experience.
Experience in the customer service / collection space;
Proven track record of analytical skills;
Hands-on experience in quality assurance;
Great people skills and ability to communicate (negative) feedback;
Good organizational skills, knowledge in goal-setting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problem-solving capabilities to create meaningful strategies to improve support quality.
N50,000 – N70,000 Monthly.
Application Closing Date
6th July, 2021.
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