Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria

Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria

Job Role

Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team

Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction

Monitor SLA for each gCare agent and ensure turnaround time between 25 min - 45 min

Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month

Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents

Responsible for investigating customer complaints and provide corrective & prevention actions

Overseeing high volume of calls and messages

Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written)

Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.

Qualifications

Candidates should possess a B.Sc or HND in any related field

Proven Quality Assurance experience and techniques in a call center environment

Proficiency in the use of Microsoft Excel and Power Point

Great attention to details and a result driven approach

Analyze high volume of calls and messages

of over 100 customers daily

Ability to oversee a team of call center agents

Resilience to prioritize tasks and complete them in a high-pressure environment

Must have Skills:

Time management Analytical Communication Attention to details Problem solving

Good to have skills

Interpersonal Decision-making Leadership Organization.

How to Apply

For more information and job application details, see; Green Africa Airways Specialist, gCare and Quality Assurance Jobs in Nigeria

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