A Reputable Banking / Financial Institution seeks the services of a Quality and Sales Support Officer

 

Job Title: Quality and Sales Support Officer

 

Job Location: Accra, Greater Accra

 

Job Description

  • Responsible for gaining access to calls on relevant systems
  • Responsible for evaluating of calls, by listening, considering a specific standard and benchmarks
  • Responsible for providing feedback on call evaluations to a relevant audience
  • Responsible for receiving feedback, review, consider and provide relevant feedback to line management
  • Responsible for conducting daily, weekly and monthly plan of action and refer to line management 
  • Responsible for following on with team leaders/ supervisors on corrective action and escalated matters where necessary
  • Responsible for documenting all coaching sessions
  • Responsible for using all available resources to complete an appropriate assessment
  • Responsible for Calibration that is, book a room and consultants for teams, together with their Team Leader/Supervisor would listen to a call recording and bring assessment sheets to assess the call and later discuss the differences
  • Responsible for Information, that is, discuss new products, new information and added features, show consultants on how to find answers to their questions from the system
  • Responsible for receiving sales information from the Telesales Executives
  • Responsible for identifying relevant opportunity for conversion (Option A or B)
  • Responsible for finalising options
  • Responsible for direct communication to the relevant branch / operation orally & in writing
  • Responsible for ultimately converting deals from offered phase to disbursed phase at an agreed conversion rate (100%)
  • Responsible for generating daily reports and general filing
  • Will serve as an Administrative Support
  • Responsible for any other task(s) that may be assigned by the Head of Call Center Operations

 

Qualification and Requirements

  • A minimum of a Bachelors’ Degree or HND is essential 
  • Excellent knowledge of IT systems including call center solutions, Microsoft office and e-mail
  • Two (2) years’ experience in a similar role within a Call center
  • Analytical and hard working 
  • Good customer service skills 
  • Good selling skills 
  • Excellent communication and interpersonal skills 
  • Neat and organized person
  • Target oriented 
  • Ability to work under pressure 
  • Result oriented

Summary

Company

A Reputable Banking / Financial Institution

Job Level

Experienced (Non-Manager)

Location

Greater Accra Region

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

1 - 3 years