Job Title: Supervisor, Quality Monitoring
Company: Konga Online Shopping
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 2 years
Location: Lagos, Nigeria
Job Field: Administration / Secretarial
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Konga Online shopping in Nigeria for phones, clothes, home & kitchen, computers and more at best prices on Konga.com. Enjoy fast delivery service. Buy now!
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Duties & Responsibilities: – Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment. – Generate evaluation reports for all the units in the Customer Experience Team. – Create investigation reports based on trends, Customer issues/enquiries and business KPIs – Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards. – Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review. – Allocate resources properly according to schedules – Constantly respond to QA specialists needing assistance with their quality control programs. – Co-ordinate day-to-day performance and quality monitoring exercises. – Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders. – Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management
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Skills & Competencies: – Problem Solving – Verbal Communication – Written Communication – High level of tolerance – Coaching Skills – Ability to multi-task – Ability to take initiative – Excellent analytical skills – Good telephone etiquette – Customer Service – Quality Focus – Knowledge of Microsoft tools.
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Qualifications & Experience: – Bachelor's degree required. – Minimum of 2 years' experience in customer service. – Experience in coaching and training individuals or groups required. – Excellent written, verbal, analytical and communication skills.
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