Quality Analyst

PEG-Ghana

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PEG has grown from 12 employees in Ghana, to 200 employees across Ghana and Ivory Coast in the last two years.  In addition to this, we have 200 commission based sales agents, 31 service centers in Ghana, and over a dozen investors and grantors.  With this growth comes an increasingly amount of complexity to the Quality Assurance Department of the business. 

 

We seek the services of a Quality Analyst

 

Job Title: Quality Analyst

 

Job Location: Accra, Greater Accra

 

Job Description

  • In this role, the Analyst will be expected to evaluate the allocated amount of calls per month & submit report to the relevant Team leader & the QA Supervisor. Adhere to the guidelines set by the unit, when evaluations are carried out
  • Demonstrate proficiency with respect to the skill sets process, procedures and product
  • Ensure all quality and operational standards are maintained in line with company expectations 
  • Participate in operations meeting 
  • Prepare & submit monthly reports on time 
  • Participate in calibration sessions for the pertinent teams on a weekly/ monthly basis as requested
  • Participate in internal quality audits and recommend changes
  • Identification of common reasons for non-achievement and recommend corrective actions 
  • Responsible for carrying out tasks &assignments given by management
  • Alert promptly, the Quality Manager in the event of any anomaly or malpractice within the call center
  • Participate in monthly/Quarterly surveys conducted by the department

 

Qualification and Requirements

The successful candidate must have:

  • A minimum of a Bachelor’s degree
  • Fluent in Hausa and Dagbani or Ga-Adangme and Krobo 
  • Must be computer literate with basic knowledge in (Microsoft Office) -, Excel, Word and Power point
  • Passionate about customer care
  • Able to work well under pressure
  • An excellent communicator
  • Have a keen mind 
  • Must be detail oriented

Summary

Company

PEG-Ghana

Job Level

Fresh Graduate/Entry Level/Graduate Internship

Location

Greater Accra Region

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

HND

Preferred Years of Experience

1 - 3 years