Quality Assurance Analyst Job at Tizeti Network Limited

Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We offer commercial and residential Internet to estates, hotels and multi-tenant buildings.

We are recruiting to fill the position below:

Job Position: Quality Assurance Analyst

Job Location: Lagos

Requirements

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 1-3 years cognate experience
• Knowledge of call center structures, policies, and procedures.
• Knowledge of customer service and service level monitoring.
• Knowledge of all Company’s full range of products.
• Knowledge of regulations governing the management of products and services.
• Knowledge of what constitutes effective service delivery.

Job Description

• Ensure that set standards on call and email handling are met and are handled with excellence.
• Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring.
• Daily monitoring and evaluation of agents’ activities on all Contact Center channels (Emails, Telephone, Live chat etc.)
• Deliver a consistent approach to standardizing customer interactions.
• Train/coach agents to develop and imbibe excellent call handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
• Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
• Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.