Job Title: Qualify Assurance Specialist, Contact Centre
Location: Nigeria / Ghana
Organisation: Huawei Technologies Co. Nig. Ltd.
Requirements:
• University Degree holder.
• More than 3 years experience in Contact Center Quality Assurance and Process improvement.
• Must demonstrate good knowledge and experience in Quality Management and Process improvement in contact center operations
• COPC certified and Six-Sigma Black Belt Achiever an advantage.
• Excellent written and spoken English.
Responsibilities:
• Perform quality assurance duties to facilitate all aspects of contact center operates achieve and exceed all KPI/SLA and customer satisfaction targets.
• Perform process improvement duties in contact center operations to continuously improve work processes, policies and procedures.
• Implement continuous improvement mechanism such as COPC, Six-Sigma...etc.
• Plan and foresee potential business and operational risks. Initiate plans and actions to protect company interests.
• Prepare and analyze internal and external quality assurance and process improvement reports for management review and analysis.
General Requirements:
• Experience in a Telecom Engineering Company. Telecoms Vendor or ICT is preferred and is of top-priority.
• Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
• Good Customer service orientation, communication skills, good team spirit and has ability to work independently
• Should be ready to work under pressure in all kind of working condition.
• Proficient in Microsoft office (word, excel and Power Point)
• Applicants should be open to learning new skills and technology
• Self-motivated, flexible, enthusiastic and fluent in English both oral and written
• Must be ready for international project to the other African countries.
• Successful applicants should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
• The successful applicant should be good at information gathering and analysis
Deadline: 04 September, 2012.
Qualify Assurance Specialist - Contact Centre Job (http://www.jobnavy.com/job/7583/qualify-assurance-specialist-contact-centre-job-at-huawei-technologies-co-nig-ltd/)