Contact Centre Quality Assurance Analyst Job at ConSol Limited

ConSol is the premier provider of Contact Centre Services and Business Process Outsourcing (BPO) Customer Management Solutions (CMS) in Nigeria. Our corporate vision as part of our efforts to deliver customer management solutions is Building Bridges, Creating Opportunities. Our Mission is to “Set customer-centric service standards through synergy, trust and excellence in a manner that would enhance the profitability of our stakeholders’.

We are recruiting to fill the position below:

Job Position: Contact Centre Quality Assurance Analyst
Job Location: Oshodi, Lagos
Employment Type: Full-time

Job Duties / Responsibilities / Accountabilities

• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Implement the use of coaching, training and development to contact centre agents
• Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitates call calibration sessions for call center agents.
• Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
• Monitor Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.

Requirements

• Interested candidate should possess an OND, HND or Bachelor's Degree in relevant fields with a minimum of 2 years work experience.

Method of Application
Interested and qualified candidates should send their updated CV to: apply@consollimited.com using the Job position as the subject of the email.

Note: Only shortlisted candidates will be contacted.