Job Summary

Enhance the process and competency of advisors by monitoring calls and providing feedback to agents.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Responsibilities:

  • Audits calls give feedback on strength and developmental areas to improve Executives’ performance
  • Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
  • Knowledge improvement through refreshers
  • Communicate and ensure implementation of process updates
  • Conduct live barge-ins (calls), to build Executive Competencies
  • Conduct RCA (root cause analysis) and share synopsis as and when required


Qualifications and Requirements:

  • Bachelor’s degree from any stream
  • Min 2 years Experience as Quality Analyst
  • Assess agents’ Performance
  • Fluent in written and spoken English
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • A fast learner who can work with set targets
  • Good knowledge of MS Excel

Other Requirements: 

  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Educate customer service executives and Team Leaders on services and processes and new updates
  • Adhere to laid down internal policies, procedures, and processes
  • Work collaboratively with the team
  • Logical reasoning
  • Exceptional Audit / analytical skills
  • Communication skills (Verbal and non-verbal)
  • Work flexibility
  • Must be time flexible and able to work in a shift system including Public holidays and Weekends


Note:

Voice call Assessment Only

We screen candidates through an online test (Aptitude and Psychometric), candidates with excellent scores only will be shortlisted for interview.

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Accra & Tema Region
| Full Time |
GHS 1,200 - 1,500