Quality Assurance Lead

Purpose of the Position:

The role holder will be responsible to monitor and evaluate outbound calls / transactions for quality assurance purpose

Key Accountabilities

Operations Delivery

• Monitor and evaluate inbound & outbound calls received and made by Call Centre and Retention Representatives respectively daily
• Monitor and evaluate written correspondences received by the Digital team daily
• Ensure call and written correspondences evaluations show the true reflection of quality
• Real time call monitoring and provide trending reports hourly and feedback to agents daily on issues.
• Conduct trend analysis
• Handle escalated queries
• Evaluate and recommended processes and procedures for customer retention
• Participate in projects
• Monitor QA system

Manage Feedback Sessions

• Manage Feedback Sessions
• Provide feedback to CSRs on call quality
• Identify and escalated training needs
• Report Deviances from Standard Operating Procedures to Supervisors
• Coach Customer Service Representatives

Evaluation and Reporting

• Completed feedback sheets
• Completed weekly and monthly reports
• Developed and Maintained evaluation criteria

Job Requirements

The incumbent is required to have the following qualifications and experience level:

• Bachelor’s Degree from a recognized university
• Minimum of 3 years’ Experience in a Customer retention, Customer Service or Sales role Customer Service Management. 

The incumbent is required to have the following technical competencies:     

• Sales Management
• Customer Centricity
• Developing value propositions
• Brand Management
• Reporting and Research
• Project Management

Behavioral Competencies

• Interpersonal skills
• Assertiveness
• Problem solving skills
• Judgment
• Team player
• Judgment
• Negotiation Skills
• Analytical Skills

How to Apply

Interested candidates are invited to send their CV through this website.

Only shortlisted candidates will be contacted.