Team Lead - Quality Analyst

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

Job Position: Team Lead - Quality Analyst
Job Location: Lagos
Function: Customer Service
Reporting To: HOD Customer Service

Responsibilities

• 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

• Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
• Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.
• Graduate / Post Graduate qualification.
• 3 to 5 years work Experience.