Key responsibilities & deliverables;
Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation and giving feedback
Probe agents before and after calls to identify missed opportunities for conversion, information requests etc.
Monitor operators’ product knowledge, ability to handle objections and call closure
Addressing and discussing issues and proposed solutions with superiors.
Documenting quality assurance activities and creating audit reports.
Suggesting improvements to company infrastructure and processes to prevent future mistakes
Track performance of individual scripts and operators
Update procedures and scripts based on customer response and changing business needs
Periodically review sales data, customer surveys and call logs
Any other duties assigned to you by management
Academic qualifications and Skills
A First Degree in any field
4 – 5 years working experience working as a Quality Assurance Agent in a busy TeleMarketing/Call Centre
Certificate in quality assurance is a plus
Good communication skills both verbal and written
Excellent data collection and analysis skills
Strong attention to detail
Excellent interpersonal skills
Method of Application
Send us your detailed resume with the title Quality Assurance Officer to firstname.lastname@example.org