Quality Analyst

By Live Lover -
We are a blue chip Company, a leader in the broadcast media sector. Due to expansion and growth, the following positions are available in our organization:

QUALITY ANALYST (QA)

 Responsibilities:
·         Monitor and measure overall quality of service provided at customer touch points by Customer Service Representatives.
·         Ensured adherence to service delivery best practices at customers touch points
·         Prepare reports that summarize results and makes recommendations to improve performance.
·         Ensure subscribers enquiries and problems are resolved by call center and front counters staff  while upholding the highest level of customer service
·         Audit the customer service process for various touch points and make reports/recommendations to improve on a constant basis
·         Ensure objective analysis of service rendered by Customer Service Representatives
·         Ensure objective and impartial feedback are given to relevant stakeholders
·         Identify developmental needs of Customer Service Representatives  as a result of the QA process
·         Process optimization
·         Monitor the quality and content of correspondences sent to subscribers
·         Record and assess live customers interactions, call centre telephone interactions , social media and email data

 Qualifications and Competencies:
·         A University Degree in Social Sciences or a Business related field
·         Working experience at a busy call centre or banking hall with some Quality analysis or supervisory level experience
·         Experience at technology oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
·         Computer Skills (MS Word, Excel, Power point)
·         Working with minimal direction while meeting tight deadlines
·         Excellent interpersonal skills
·         Excellent written and Verbal Communication skills


Applicants should submit their CV’s to mcarecruitment@gmail.com with the subject line clearly marked   “Quality Analyst”: Closing date for the applications is 16th March 2014.

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