Supervisor, Quality Monitoring in Lagos, Nigeria

Online Media
Online Media
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

  • Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment.
  • Generate evaluation reports for all the units in the Customer Experience Team.
  • Create investigation reports based on trends, Customer issues/enquiries and business KPIs
  • Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards.
  • Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review.
  • Allocate resources properly according to schedules
  • Constantly respond to QA specialists needing assistance with their quality control programs.
  • Co-ordinate day-to-day performance and quality monitoring exercises.
  • Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders.
  • Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management



  • 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.
  • Minimum of 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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