Training Quality Assurance (TQA) Officer

Job Summary

Recruitment for the position of Training Quality Assurance (TQA) Officer.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 1 year

Job Description

Job Summary:
  • Monitor and evaluate Call Center Agents daily performance including inbound and outbound calls, email, live-chat, and voice mail, real-time and historical
  • Use quality monitoring data management system to compile and track performance at a team and individual level
  • Conduct role-playing activities to develop interpersonal skill
  • Coach and train Call Center Agents on the Call Center Key Performance Indicators (KPI) Customer Relations Management, telephone etiquette
  • Identify skill gap among Agents and ensure appropriate coaching and training programs are in place to meet the skill requirement for optimum Contact Center operation.
  • Regularly analyzing Contact Center performance statistics to ensure that it is in line with predetermine Key Performance Indicators (KPI)
  • Ensure documentation and analysis of report to enhance Call Center operations
  • Ensure monthly key Contact Center performance goals and other performance metrics are met
Requirements:
  • A University Degree.
  • The applicant must have at least one-year working experience in TQA.
  • The applicant must be a resident of Abuja.

 

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