• We are a blue chip company, a leader in the broadcasting media sector. Due to expansion And growth, the following position has risen in our organization. Reporting to the Quality Assurance and Training Manager, the incumbent will be Responsible for doing evaluations on each representative in various functions and be able to Give constructive feedback and coaching with a view to enhancing customer experience.

Key Outputs

• (Products, services, programs and information which the individual must provide to external
• Individuals or groups, or one another to accomplish the organization’s mission and strategy)
• Monitor and evaluate touchpoint representatives (where possible)
• Provide feedback to representatives with regards to their quality performance
• Complete feedback sheets
• Identify and escalate training needs
• Report Deviances from Standard Operating Procedures to Supervisors
• Coach CSRs
• Managed conflict related to QA Audits.
• Evaluate and recommend processes and procedures of Operations Divisions
• Conduct trend analysis
• Develop and Maintain evaluation criteria
• Handle escalated queries
• Manage and monitor QA system
• Identify and contribute to quality initiatives –Ops delivery
• Prepare quality reports
• Regularly report to the various functional teams on employee performance evaluations
• Specific to observations conducted through quality monitoring and screening activities.
• Trend Analysis
• Developed and maintained evaluation criteria
• Researched quality standards
• Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings

Requirements

COMPETENCIES & EXPERIENCE 

• Minimum first degree in social sciences or a business related field
• An additional focused Call Centre qualification and/or Diploma in Customer Services
• Management will be an added advantage
• 3 years of working experience at the Call Centre or in the Service Industry with some
• Supervisory level experience
• Experience at technology oriented service firms; Mobile telephony, BPO call centers, etc.
• Will be an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results