Quality Assurance Analyst Job at Paga Limited

Job Position: Quality Assurance Analyst

Job Location: Yaba, Lagos (Hybrid)

Job Schedule: Full time

Sector: Financial Services 

Department: Customer Experience

Report to: Manager, Service Delivery

About the Role

The primary responsibility of this role is to lead quality assurance activities in Customer Experience.

The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.

We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

Primary Responsibilities

Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.

Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.

Conduct performance gap analysis and present propositions to the training unit for onward intervention

Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.

Conduct regular audits on key customer related processes for the attainment of operational efficiency.

Produce intelligence and trend reports to manage efficiency indicators of the department.

Requirements

Minimum 3-4 years of related experience with at least 2years of experience within a contact centre environment required.

Bachelor's Degree with a minimum of a 2:1 or equivalent

Proficiency in Ms Office - Excel, Word, and PowerPoint

Must be a team player and able to work collaboratively with and through others.

Good knowledge of Paga product and services.

Strong knowledge of customer care processes and techniques.

Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.

Communicates tactfully and effectively both verbally and in writing.

Flexibility and adaptability to new instructions and/or dynamic organisational priorities

Must have completed the mandatory NYSC

Key Competencies:

Organisational and planning skills

Excellent communication skills – verbal and written

Superb communication and Interpersonal skills

Attention to detail and accuracy

Problem analysis and problem-solving skills

Self- driven and hardworking

Ability to multitask and manage competing priorities

Good team player

Flexibility

Salary: ₦ 150000

Category: Retail

Location: Lagos

Job Type: Full Time

Qualification: Graduate

Experience: Entry Level

Work Type: Hybrid