Contact Centre Quality Assurance Officer
Welcome to the Latest Job Vacancies Site 2025 and at this time we would like to inform you of the Latest Job Vacancies from the AXA Mansard with the position of Contact Centre Quality Assurance Officer - AXA Mansard which was opened this.
If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Contact Centre Quality Assurance Officer - AXA Mansard below matches your qualifications.
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- To maintain a high and consistent level of service quality across the Contact Centre regardless of the Customer Service Assistant engaged or channel utilized by the Customer.
- Ensuring that every Customer interaction with our Customer Service Personnel or channel continuously generates positive Customer experience.
Key Responsibilities
- Maintain and develop internal documents to support the Contact Centre quality standards.
- Review a subset of the Customer interactions documented or recorded across all channels.
- Discuss and explain performance feedback to Customer Service Assistants individually and regularly at monthly meetings.
- Provide daily, weekly, and monthly activity reports to the Contact Centre Manager on the performance of all Customer Service Assistants across all channels.
- Complete special projects as required from time to time.
- Help Customer Service Assistants improve their performance with specific recommendations and constant support.
- Train new Customer Service Assistants and assess performance after a stipulated period.
Role Qualifications Academic/Professional:
- BSc/Degree from a reputable Tertiary Institution.
- Relevant postgraduate (MSc, MBA) and/or professional qualification (ICSRM, CCSP etc) would be an added advantage.
Work Experience:
- Minimum of 2-3 years of direct work experience in a Customer Service environment.
- Experience in Contact Centre management - pre-call planning, call control / handling, email handling, call and email etiquettes and time management
Required Skills and Competencies:
- Ability to take over, handle and follow through on highly sensitive work-related issues via appropriate channel.
- Exceptional verbal communication and very good interpersonal skills.
- Supervisory skills - Ability to train and manage team members within a team.
- Experience in customer relationship management.
- Ability to use MS office tools (MS Word, Excel, and PowerPoint).
- Strong problem solving and decision-making skills.
- Propensity to champion initiatives.
Information :
- Company : AXA Mansard
- Position : Contact Centre Quality Assurance Officer
- Location : Lagos
- Country : NG
How to Submit an Application:
After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Contact Centre Quality Assurance Officer job info - AXA Mansard Lagos above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Contact Centre Quality Assurance Officer job info - AXA Mansard Lagos in 2025-02-28 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.
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Post Date : 2025-02-28
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