{"id":25039,"date":"2015-03-10T14:01:31","date_gmt":"2015-03-10T13:01:31","guid":{"rendered":"https:\/\/joblistnigeria.com\/?p=25039"},"modified":"2015-03-10T14:01:31","modified_gmt":"2015-03-10T13:01:31","slug":"graduate-quality-monitoring-analyst-needed-konga-com","status":"publish","type":"post","link":"https:\/\/joblistnigeria.com\/graduate-quality-monitoring-analyst-needed-konga-com.html","title":{"rendered":"Graduate Quality Monitoring Analyst Needed at Konga.com"},"content":{"rendered":"<p><strong>Konga.com<\/strong> is Nigeria&#8217;s largest online marketplace. We launched in July 2012 and our mission is to become the engine of e-commerce and trade in Africa.<\/p>\n<p>We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.<\/p>\n<p>Our range of services are designed to ensure optimum levels of convenience and customer satisfaction. These services include our lowest price guarantee, free return policy*, order delivery-tracking, dedicated customer service support and many other premium services.<\/p>\n<p>We are recruiting to fill the below position:<\/p>\n<p><strong>Job Title: Quality Monitoring Analyst<\/strong><\/p>\n<p>Ref. Code: 141229-2<br \/>\n<strong>Location<\/strong>: Lagos<br \/>\nBusiness Unit: Konga<br \/>\nJob Type: Full-Time<br \/>\nReporting Line: Manager, Quality Monitoring and Training<\/p>\n<p><strong>Job Descriptions<\/strong><\/p>\n<ul>\n<li>The incumbent will be responsible for reviewing and auditing customer interactions.<\/li>\n<li>Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer&#8217;s experience when interacting with the Contact Center.<\/li>\n<li>The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.<\/li>\n<\/ul>\n<p><strong>Duties &amp; Responsibilities<\/strong><\/p>\n<ul>\n<li>Analyzes\/evaluate customer interactions (Emails, Voice and interactions via Social Media), to identify areas of service delivery that met and did not meet pre-established performance standards within the Contact Center.<\/li>\n<li>Conduct investigations for Customer intelligence purposes.<\/li>\n<li>Provides structured and timely recommendations; verbal and\/or written feedback to Quality Manager, Contact Center Leadership and Contact Center operations analysts.<\/li>\n<li>Performs mock calls with new hires post-training to determine readiness for moving into support.<\/li>\n<li>Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and\/or improvement opportunities.<\/li>\n<li>Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.<\/li>\n<li>Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.<\/li>\n<\/ul>\n<p><strong>Qualifications &amp; Experience<\/strong><\/p>\n<ul>\n<li>Bachelor&#8217;s Degree required.<\/li>\n<li>1 to 2 years experience in customer service.<\/li>\n<li>Experience in coaching and training individuals or groups required.<\/li>\n<li>Excellent written, verbal, analytical and communication skills.<\/li>\n<\/ul>\n<p><strong>Skills &amp; Competencies<\/strong><\/p>\n<ul>\n<li>Problem Solving<\/li>\n<li>Verbal Communication<\/li>\n<li>Written Communication<\/li>\n<li>High level of tolerance<\/li>\n<li>Coaching Skills<\/li>\n<li>Ability to multi-task<\/li>\n<li>Ability to take initiative<\/li>\n<li>Excellent analytical skills<\/li>\n<li>Good telephone etiquette<\/li>\n<li>Customer Service<\/li>\n<li>Quality Focus<\/li>\n<li>Knowledge of Microsoft tools<\/li>\n<\/ul>\n<p><strong>Application Closing Date<\/strong><br \/>\n30th April, 2015.<\/p>\n<p><strong>How to Apply<\/strong><br \/>\nInterested and qualified candidates should:<br \/>\n<a href=\"http:\/\/jobs.konga.com\/candidateapp\/Jobs\/View\/141229-2\/Quality_Monitoring_Analyst\" target=\"_blank\"><strong>Click here to apply online<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Konga.com is Nigeria&#8217;s largest online marketplace. We launched in July 2012 and our mission is to become the engine of e-commerce and trade in Africa. We serve an ever expanding&#8230;..<\/p>\n","protected":false},"author":1,"featured_media":20656,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[32],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Graduate Quality Monitoring Analyst Needed at Konga.com - Jobs in Nigeria<\/title>\n<meta name=\"description\" content=\"Konga.com is Nigeria&#039;s largest online marketplace. We launched in July 2012 and our mission is to become the engine of e-commerce and trade in Africa. 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