Team Lead - Quality Assurance

Proten is an international Human Capital Development firm that offers a wide range of Training, Coaching and Consulting services to individuals, small businesses and corporate and governmental organisations. Our client base spreads across Europe and Africa with head offices in London, United Kingdom and Lagos, Nigeria.

We are recruiting to fill the position below:

Job Position: Team Lead - Quality Assurance
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