Konga.com is Nigeria’s largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa. 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.
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.
Konga.com goes beyond just making a name for itself as the foremost e-commerce platform in Nigeria. Konga chooses to empower Nigerians to sell their products to a wider audience. We give the local merchant nationwide reach and shipping services. Konga believes in a Nigeria where every small or large business owner is given an opportunity to succeed.
Job Title: Quality Monitoring Analyst
Location
Lagos
Job Field
Administration, Secretarial
Job Description
The incumbent will be responsible for reviewing and auditing customer interactions. Also responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Center. 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.
Duties & Responsibilities
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.
Conduct investigations for Customer intelligence purposes.
Provides structured and timely recommendations; verbal and written feedback to Quality Manager, Contact Center Leadership and Contact Center operations analysts.
Performs mock calls with new hires post-training to determine readiness for moving into support.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and improvement opportunities.
Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.
Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Skills & Competencies
Problem Solving
Verbal Communication
Written Communication
High level of tolerance
Coaching Skills
Ability to multi-task
Ability to take initiative
Excellent analytical skills
Good telephone etiquette
Customer Service
Quality Focus
Knowledge of Microsoft tools
Qualifications & Experience
Bachelor’s degree required.
1 to 2 years experience in customer service.
Experience in coaching and training individuals or groups required.
Excellent written, verbal, analytical and communication skills.
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