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Proten is an international Human Capital Development firm that offers a wide range of Training, Coaching and Consulting services to individuals, small businesses and corporate and governmental organisations.

Job Detail

Location: Lagos
Experience: 3year(s)
Course of Study: Not Specified
Required Grade: Any

Responsibilities

 

    To monitor transaction quality of agents over phone, email & chat transcripts

    To maintain performance report of individual Team Members

    Audit processes for identifying process gaps and provide inputs for process efficiency

    Prepare monthly performance reports for Management reviews & Action Plan

    Conduct Root Cause and Training Need Analysis for various process

    Responsible for team motivation and Create team synergy for enhanced KPI performance

    Prepare certification module and evaluate each batch before release to operations teams

    Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.

    Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

 

Essential Qualifications

 

    Minimum of 3 years experience in a similar role

    Knowledge of AVAYA and reporting structure

    Proficient with Excel, Word & Power point, Team Player

    Customer Focused, Result oriented, Leadership quality, Energetic & Assertive

 

Application Closing Date

14th February, 2018.

 

Method of Application

Interested and qualified candidates should send their CV's with the subject "Team Lead - Quality Assurance" to: recruitment@protenintl.com

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