Website Technobrain
With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development. Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techn… read moreo Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, IT Training, Business Process Outsourcing, host of e-Government solutions and Digital products.
Position Overview
The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer’s experience.
Requirements
Role and Responsibilities
Inbound
Daily Call monitoring (Inbound & Repeat Call, CSAT)
Conduct weekly calibration for the team
Share Quality & Calibration reports within set timelines
Track monthly quality performance and share gaps as well as improvement plan
Ensure reduction of compliance issues reported by the client
Conduct new hire training & refresher sessions
Communicate performance expectations, action plans and development plans to improve call quality of the team.
Conduct ticket audit
Manage the team in the absence of the Team Leader
Experience Profile
At least 6-12 Months at a BPO executive level.
Excellent communication skills, relationship building and interpersonal skills.
Excellent organizational skills and ability to prioritize and multi-task.
Demonstrable ability to supervise successfully and lead others.
Ability to work collaboratively with subordinate’s peers and senior management.
Proven track record of sound business judgment and experience of change management.
Project Management demonstrated experience such as customer service, data verification and management of information systems.
Proven performance record with ability to QC work with 100% accuracy.
Candidate Specification – Critical Skills required for applicant
Pleasant personality, organized, well-groomed and tactful.
Excellent customer service and interpersonal skills required
Excellent communication skills, both verbal and written, required; professional presence and demeanor
Ability to maintain poise and professionalism in a fast-paced environment
Ability to interact with all levels of professionals and customers
Ability to work independently and in a collaborative environment
Good IT knowledge will be a definite advantage.
Assertive and able to manage strong personalities.
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