Tizeti Network Limited (Wifi.com.ng) is a growing NCC licensed Internet Service Provider for Africa. We offer commercial and residential Internet to estates, hotels and multi-tenant buildings.
We are recruiting to fill the position below:
Job Title: Quality Assurance Analyst
Location: Lagos
Job Description
- Ensure that set standards on call and email handling are met and are handled with excellence.
- Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring.
- Daily monitoring and evaluation of agents’ activities on all Contact Center channels (Emails, Telephone, Live chat etc.)
- Deliver a consistent approach to standardizing customer interactions.
- Train/coach agents to develop and imbibe excellent call handling skills.
- Develop standard scripts for calls.
- Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
- Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
- Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.
Requirements
- First Degree in any discipline
- A Master’s Degree or other professional qualification will be an added advantage
- 1-3 years cognate experience
- Knowledge of call center structures, policies, and procedures.
- Knowledge of customer service and service level monitoring.
- Knowledge of all Company’s full range of products.
- Knowledge of regulations governing the management of products and services.
- Knowledge of what constitutes effective service delivery.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
