Quality Assurance Analyst

Job Description
• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Prepares and analyzes internal and external quality reports for management staff review.
• Implement the use of coaching, training and development to contact center agents
• Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitates call calibration sessions for call center agents.
• Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
• Monitor Agent performance / behavior in a call center and coach/counsel agents to modify their performance / behavior to facilitate a high level of customer service.
• You will always be responsible for and liable to discharge the duties that are attached to your office and conduct yourself accordingly. You must perform efficiently to ensure results and depending upon business exigencies, you may be expected to work for reasonable extra hours.
• Your responsibilities and duties may change depending on the needs of the business.
Requirements / Qualifications / Skills
• Minimum of B.Sc. / HND Qualification.
• 2 - 4 years’ experience as a call center quality assurance analyst.
• Previous experience in a debt recovery agency will be an added advantage
• Proficient use of Microsoft Excel for reporting.