Kuda Quality Assurance Specialist Jobs in Nigeria

Kuda Quality Assurance Specialist Jobs in Nigeria

Job Summary

We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities

Participate in the design of interaction monitoring formats and quality standards regularly updating where required

Conduct timely and objective performance evaluations across all the interaction channels within the CX team

Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction

Use quality monitoring data management tools to compile and track performance at team and individual level

Ensure compliance to standard operating procedures

Provide meaningful and constructive feedback and recommendation

Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness

Initiate process improvement programs where and when necessary

Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality

Prepare and analyze internal and external quality reports for management staff review

Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes

Ensure promises made to customers are being fulfilled

Requirements

BSc. (MBA, PMP an added Advantage)

6-7 years Customer Support experience with a minimum of 4 year in Quality Assurance

Ability to deal with diverse problems using facts, judgment, and discretion to resolve them

Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders

Ability to probe effectively for understanding

Listening attentively to internal customers' complaints and

compliments

Good Analytical skills

Excellent verbal, written and interpersonal communication skills

Ability to multitask and successfully operate in a fast-paced environment

Must adapt well to change and successfully set and adjust priorities as needed

Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize their welfare. We offer a wide range of competitive benefits in areas including but not limited to:

Pension

Competitive annual leave plus bank holidays

Group life insurance

Health insurance

L&D training

How to Apply

For more information and job application details, see; Kuda Quality Assurance Specialist Jobs in Nigeria

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