Konga.com, Nigeria's largest online marketplace since July 2012 is now recruiting to for the below position:
Job Title: Quality Monitoring Analyst
Ref. Code: 141229-2
Location: Lagos
Business Unit: Konga
Job Type: Full-Time
Reporting Line: Manager, Quality Monitoring and Training
Job Descriptions
- The incumbent will be responsible for reviewing and auditing customer interactions.
- Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with the Contact Center.
- The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.
Duties & Responsibilities
- Analyzes/evaluate customer interactions (Emails, Voice and interactions via Social Media), to identify areas of service delivery that met and did not meet pre-established performance standards within the Contact Center.
- Conduct investigations for Customer intelligence purposes.
- Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Contact Center Leadership and Contact Center operations analysts.
- Performs mock calls with new hires post-training to determine readiness for moving into support.
- Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
- Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.
- Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Qualifications & Experience
- Bachelor's Degree required.
- 1 to 2 years experience in customer service.
- Experience in coaching and training individuals or groups required.
- Excellent written, verbal, analytical and communication skills.
- Skills & Competencies
- Problem Solving
- Verbal Communication
- Written Communication
- High level of tolerance
- Coaching Skills
- Ability to multi-task
- Ability to take initiative
- Excellent analytical skills
- Good telephone etiquette
- Customer Service
- Quality Focus
- Knowledge of Microsoft tools
Application Closing Date: 30th April, 2015.
How to Apply
