Job Vacancy For Quality Assurance Executive

Job Summary





• The successful candidate will join our team as an Executive for Quality Assurance in the Customer Experience department. (S)he will report to the Quality Assurance and Process Compliance Manager and will ensure quality checks and monitoring across all touchpoints to enhance customer experience.





Key Responsibilities





• Responsible for identifying gaps in service delivery and adopting programs that will enhance customer experience across touchpoints.


• Ensure process reviews for all touchpoints.


• Ensure customer complaints analysis and root cause analysis on all issues.


• Ensure effective monitoring of all touchpoints through call listening, mystery shopping, shop visits etc.


• Develop and implement detailed processes and procedures for key business activities.


• Identify and capture best practices in the service industry and make recommendations to stakeholders on process improvement.





Required Qualification and Experience





• Bachelor’s degree from a recognised institution


• MBA from a recognized institution will be an added advantage.


• 2-3 years of experience in a similar role





Core Competencies





• Excellent analytical Skills


• Excellence problem solving skills.


• Excellent Personal and interpersonal skills


• Ability to develop and implement relevant training.


• Drive towards continuous development and improvement.


• Culture sensitivity.


• Solid knowledge of CEX including T-NPS and CES.


• Excellent knowledge in customer complaint management /process.





Location: Accra