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Vacancy: Call Center Assurance Officer Needed

A reputable Nigerian Airline, seeks to hire a Call Center Assurance Officer. Scroll down for more information and how to apply

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A reputable Nigerian Airline, seeks to hire a Call Center Assurance Officer.

Location: Lagos

Pay: Attractive

Responsibilities

• Reviews quality of work and performance of Call center agents through live monitoring and use of call recording system and applications.

• Identifies training needs and communicates needs to training department as needed.

• Compiles Quality Assurance (QA) assessments of call center agents, and documents results within established repository in accordance with defined departmental policies and procedures.

• Uses quality monitoring system to compile and track performance at team and individual level.

• Identify and recognize call center quality and performance trends and communicate to leadership team.

Minimum Requirements

• Bachelor’s Degree or equivalent combination of education and experience.

• At least 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.

• Leadership: Oversee other agents whom they would be expected to direct and control.

• Coaching and Mentoring: expected to be great tutor and excellent mentor to the team members.

• Hardworking: Able to encourage their team members to work harder through working hard too.

• Must have strong interpersonal, analytical, administrative and communications skills.

• Must be fluent in English (other languages will be an added advantage).

• Must be familiar with computers and also able to use many different programs at one time.

Interested and qualified candidates should send their CV to careers@kennediaconsulting.net using “Call Center Assurance Officer” as subject of mail.

Deadline: Thursday, 17th December 2020.

Only shortlisted candidates will be contacted

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