Ikeja Electricity Distribution Company
Vacancy
Quality Assurance for a Call Center Needed At Ikeja Electricity Distribution Company
Role Purpose;
Vacancy
Quality Assurance for a Call Center Needed At Ikeja Electricity Distribution Company
Role Purpose;
Responsible for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives.
Evaluate both verbal and written customer contact by agents and participate in the design of all quality monitoring formats along with quality standards. Documents the call quality results and provides feedback and trend data to Call Center Supervisors and Manager as required.
Role Accountabilities;
► Monitor calls and review emails for accuracy of information and call handling standards.
► Ensure that Agents are delivering a high level of customer service.
► Verify that agents are providing accurate solutions to customers.
► Record evaluations utilizing departmental quality monitoring forms.
► Deliver coaching feedback to agents on call and email performance.
► Provide Supervisors and the Manager with regular performance feedback on the agents.
► Prepares and analyzes quality reports for Management review.
► Participates in the design of quality monitoring forms and quality standards.
► Able to work extended hours when required.
The Experience and Qualification
Qualification, Experience and Essential Knowledge;
► Bachelor’s degree in any relevant field with minimum of 2 years experience in performing Quality Assurance in a call center environment.
► Experienced in developing and implementing QA programs and Prior supervisory or leadership experience highly preferred.
► Proven ability to achieve and maintain departmental quality standards.
► Professional demeanor, dependable, and able to maintain confidential information.
Skills;
► Strong written communication skills, exceptional listening and analytical skills.
► Strong knowledge of customer care processes and techniques. Must exhibit excellent leadership, communication, and interpersonal skills.
► Must demonstrate the ability to rapidly gain product knowledge and effectively communicate it to agents.
► Proficient in Word, Excel and PowerPoint for presentations and reports as required.
► Must be able to effectively communicate with agents, internal departments, clients and management.
► Demonstrated ability to train and develop new and existing support agents.
► Flexible, detailed, and able to successfully adapt to change.
► Ability to work independently, excellent attention to detail and willing to work extended hours as needed.
► Ability to adapt to changing circumstances
Apply Now!
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