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Team Lead – Quality Analyst at Lorache Group

Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Team Lead – Quality Analyst

Location: Lagos

Function / Domain: Customer Service

Reporting To: HOD Customer Service

Major Deliverables

  • To monitor transaction quality of agents over phone, email & chat transcripts
  • To maintain performance report of individual Team Members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for Management reviews & Action Plan
  • Conduct Root Cause and Training Need Analysis for various process
  • Responsible for team motivation and Create team synergy for enhanced KPI performance
  • Prepare certification module and evaluate each batch before release to operations teams
  • Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
  • Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Requirements/Qualification

  • Post graduate qualification

Desired Experience:

Essential Attributes:

  • Customer Focused,
  • Result oriented, Leadership quality,
  • Energetic & Assertive,
  • Knowledge of AVAYA and reporting structure,
  • Proficient with Excel,
  • Word & Power point,
  • Team Player

Desired Attributes:

  • Relevant Industry Experience,
  • Should have Planning and organizing skills,
  • Good interpersonal skills.

Application Closing Date
11th January, 2018.

Method of Application

Interested and qualified candidates should send their Applications and CV’s to: [email protected]using the position and location applied for as subject of the mail.

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