Quality Assessment Officer Job in Nigeria at WakaNow

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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