Recruitment at Yudala Limited

 Employment Nigeria 22-Mar-2017 LAGOS , Quality Assurance  

Yudala Limited is ready to carve a niche for itself by being the first organization to combine an online shopping platform with retail stores located in major cities across the country.

POSITION : Quality Assurance Analyst
 
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.
  • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Centre leadership, Call Centre operations, analysts and the Service Quality teams.
  • 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 Quality deficiencies and/or improvement opportunities.
  • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Centre teams and sites.
  • Uses Call Centre tools to gather data and analyze trends or patterns affecting quality.
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Primary Qualifications

  • Education: A good first degree in any relevant discipline
  • Professional Qualification: Relevant training certificate
  • Experience: 3-5 years’ experience in Quality Assurance

Functional/Technical:

  • Problem analysis and problem solving skills
  • Attention to details and accuracy.
  • Knowledge of customer service principles and practice
  • Data collection and ordering.

How To Apply
Candidates should send their CV's to:recruitment@yudala.com



Sorry the application deadline for this job has elapsed



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