Lorache Group – Our client, an Internet Service Provider/ ICT with coverage across the country is recruiting to fill the position below:
Job Title: Team Lead – Quality Analyst
Function: Customer Service
Reporting To: HOD Customer Service
- To monitor transaction quality of agents over phone, email & chat transcripts
- 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.
- 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
- Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.
- Graduate / Post Graduate qualification.
- Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
- 3 to 5 years work Experience.
How to Apply
Interested and qualified candidates should forward their CV’s to: [email protected] with subject as position applied for.
Application Deadline 30th March, 2018.