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    Lorache Group New Job Available

    May 17, 2018

    Posted on :

    Lorache Group – Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

    Job Title: Team Lead – Quality Analysis/Assurance
    Location: Lagos

    • 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.

    Function/Domain:

    • customer service/customer service reporting to hod customer service

    Qualifications

    • Desired experience: 3 to 5 years

    Essential Attributes:

    • customer focused, result oriented, leadership quality, energetic & assertive, knowledge of avaya and reporting structure, proficient with excel, word & power point, team player desired attributes relevant industry experience, should have planning and organizing skills, good interpersonal skills.

    How to Apply

    Interested and qualified candidates should send their CV’s to: [email protected] with the subject as position applied for.

    Application Deadline: 25th May, 2018.

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