Quality Assurance Analyst (QA) Job at Gokada

Gokada is a leading technology startup in Africa's largest economy, Nigeria, and has the potential to become one of the most impactful companies in all of Africa. Gokada’s services include instant parcel delivery, food delivery, ride-hailing, and more. Currently headquartered in Lagos, Gokada is in the process of expanding to other cities.

Our Vision is to be the biggest Super App for Africa and we aim to make Africa Cities easier, better, and more enjoyable to live in by empowering life of people through technology.

We are recruiting to fill the position below:

Job Position: Quality Assurance Analyst (QA)

Job Location: Lagos
Employment Type: Full-time

Job Summary

• Quality Assurance Analyst (QA) will be responsible for assessing the quality of the performance of call center representatives who deal with existing and potential customers.
• The QA will monitor inbound and outbound calls, Live-chat, and emails responses to assess the representative’s demeanor, technical accuracy, customer service, performance, and conformity to company policies and procedures.
• Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

Responsibilities

• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain a complaint and non-conformance processing through records and tracking systems, including root cause and corrective actions.
• Document quality assurance activities with internal reporting.
• Develop new standards for teams, with improvements as needed, and create testing protocols for implementation across all service lines
• Identify training needs and take action to ensure company-wide compliance
• Pursue continuing education on new solutions, technology, and skills.

Requirements

• Bachelor's Degree or equivalent
• 2-3 years of experience working as a QA or similar role
• Excitement to work in a high-growth environment and help build processes and tools as needed
• Critical thinker, good problem-solving and negotiation skills
• Great interpersonal and communication skills
• Good time-management skills
• Excellent Customer Support Skill
• Proficiency in Microsoft Office, CRM and sales software programs.