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Quality Assurance Analyst At U-Connect Human Resources Limited

Date Posted: 12/Feb/2019
Deadline: 13/Feb/2019

U-Connect Human Resources limited is a wholly owned Nigerian company with its head office in Lagos, Nigeria. Established in 2004, with an aim to transform your business into customer centers through our innovative Human Resources and pro-active Customer care solution.

The firm offers an array of services; personnel outsourcing, recruiting, customer services, quality management solutions, outplacements, and payroll administrations.

Quality Assurance Analyst

Job Requirement:

  • Candidate must possess degree in BA/Bsc/HND
  • At least 2 years work experience in a contact centre.
  • Candidate must reside in Lagos.
  • Professional qualification is an added advantage.
  • Problem analysis and problem solving skills.
  • Attention to details and accuracy.
  • Knowledge of customer service principles and practice data collection and ordering tell a friend feedback

Responsibilities:

  • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the call centre.
  • Proper sampling of the phone calls and then report the results of the study 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
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Method of Application

Applicants should send CVs to [email protected]

Method of Application

Interested and qualified? Click the Apply now button to send your application

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