Flutterwave Customer Experience Quality Assurance Analyst Jobs in Nigeria

Flutterwave Customer Experience Quality Assurance Analyst Jobs in Nigeria



About the Role
  • The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and best practices.
  • The job requires a detail-oriented and analytical individual with excellent communication skills and a passion for providing excellent customer service.
  • The Quality Analyst should be able to identify areas of improvement and provide coaching to agents to enhance their performance.
  • The ideal candidate should have experience in using quality monitoring tools, data analysis, and generating reports.
  • The QA Analyst should be able to work collaboratively with agents, supervisors, and managers to drive continuous improvement in customer service.

    Responsibilities
  • Conduct quality audits on Customer interaction to ensure they meet the company's quality standards
  • Carryout Voice of Customer Analysis of Customer’s Feedback and identify areas of improvement for stakeholders
  • Analyze Customer Interaction Team data to identify areas for improvement and provide recommendations for process improvements
  • Develop and implement quality control procedures and best practices
  • Monitor and report on quality metrics to identify trends and opportunities for improvement
  • Collaborate with cross-functional teams to identify and resolve quality issues
  • Develop and deliver training programs to improve quality awareness and understanding
  • Conduct root cause analysis to identify the cause of quality issues and develop corrective action plan.

    Required Competency and Skillset
  • Bachelor's Degree
  • Minimum of 4 years of experience
    in customer experience, with a minimum in a quality assurance role
  • Great Analytical and Problem solving skills
  • Value and enjoy leveraging data to find opportunities and to evaluate progress.
  • Passionate about excellent service delivery
  • Adept in Process and Continuous Improvement
  • Strong Influencing and Persuasive Skills
  • Ability to handle pressure/conflict
  • Self-motivated
  • Team Player
  • Excellent Interpersonal Skills
  • Ability to work without supervision.

    How to Apply

    For more information and job application details, see; Flutterwave Customer Experience Quality Assurance Analyst Jobs in Nigeria

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