Job Title: Quality Assessment Officer
Reference: RF001
Location: Lagos, Nigeria
Organisation: WakaNow
Parent Organisation: Zeep Travel Network (ZTN)
Responsibilities:
• Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
• Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
• Produce a weekly Quality assessment report
• Capture performance management indices from Call Centre and other staff of the company
Qualifications:
The ideal candidate should possess the following skills, experience and qualification
• At least a Bachelor's Degree from a recognized university
• 1-3 years experience in Quality Assurance or Quality Control in a Call Center environment
• Experience with creating and implementing quality monitoring and Quality Assurance evaluation procedures required
• Working knowledge of multifunctional call recording quality monitoring solutions
• Excellent time management skills with the ability to prioritize and manage multiple projects
• Previous blended (voice, email, and chat) Call Center quality quantification experience preferredExcellent verbal and written communication skills
• Proficiency in Microsoft suite office products
• Knowledge of Amadeus and experience in a Travel agency will be an added advantage
How To Apply:
If you are interested in working with the organisation, please submit your application now.
Quality Assessment Officer Job in Nigeria (http://www.jobnavy.com/job/5844/quality-assessment-officer-job-in-nigeria-at-wakanow/)