Role Overview
We are seeking a detail-oriented and analytical QA Specialist to evaluate customer interactions across multiple channels (phone, chat, email, social media, WhatsApp, and chatbots) and drive continuous improvement in service quality. The role combines quality assurance, training delivery, knowledge management, and performance improvement within a contact centre environment.
Key Responsibilities
Quality Assurance & Evaluation
• Monitor and assess customer interactions against established quality standards.
• Document evaluations using QA tools and track performance trends.
• Conduct calibration sessions to ensure consistency in scoring.
Feedback & Reporting
• Provide structured, actionable feedback to agents.
• Prepare reports on quality scores, trends, and improvement areas.
• Share insights with management and key stakeholders.
Training & Development
• Identify training gaps from QA findings.
• Design and deliver training sessions, workshops, and e-learning programs.
• Develop and update training materials and knowledge resources.
• Track training effectiveness and impact on performance and customer satisfaction.
Continuous Improvement & Compliance
• Analyze quality data to identify root causes and recommend process enhancements.
• Ensure compliance with regulatory standards and company policies.
• Maintain accurate QA documentation and support audit activities.
• Manage and optimize the customer support knowledge base.
Requirements
• Bachelor’s degree in Business Administration, Customer Experience, HR, Education, or related field.
• ISO QMS Auditor Certification (required).
• Experience in QA, training, and knowledge management within a contact centre environment.
• Strong analytical, communication, and stakeholder management skills.
• Proficiency in Microsoft Office and process documentation tools.
Salary
Competitive
Monthly based
Location
Lagos, Lagos State, Nigeria
Lagos, Lagos State, Nigeria