Quality Assurance&Revenue Specialist in Lagos, Nigeria

at Global Profilers

Consulting/Business Strategy & Planning
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

Job Purpose

The individual will ensure that established procedures and quality standards of the Company is met and monitors these against agreed targets.


 Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality

Give feedback to Customer Care Representatives on Calls, e-mail and chat quality

Produce a daily/ weekly Quality assessment report

Capture performance management indices from Call Centre and other staff of the company

Identify outliers (those whose performance are far below the standard) and recommend them for training

Organize mystery shopping for the organization’s travel centers and capture reports

Identify training needs based on result of continuous quality monitoring

Keep a library of good, average and poor calls/ e-mails and live chats.

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