Quality Assurance Specialist

acada telecoms international ltd

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Skills and Qualities

  • Listening skills
  • Internal Communications
  • Customer Service Orientation
  • Performance Management
  • Teamwork
  • Quality Management
  • Supervision
  • Product Knowledge

 

Responsibilities

  • Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
  • Determines quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to customer service representatives on new products and services.
  • Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of calls.
  • Provides feedback to customer service representatives by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
  • Evaluates approaches by rating effectiveness of customer service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
  • Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Summary

Company

acada telecoms international ltd

Job Level

Experienced (Non-Manager)

Location

Lagos

Specialization

Telecommunications

Job Type

Full-Time

Minimum Qualification

HND

Preferred Years of Experience

3 - 5 years

Salary

₦50,000.00 ‐ ₦100,000.00 per month

Application Deadline

Today