Lorache Group New Job Available

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

Major Deliverables
Quality:

• 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

• Graduate/Post Graduate qualification
• 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.