April 19, 2024

Paga is a licensed monetary providers firm and a number one funds firm in Nigeria with an enormous transformative goal – to make it easy for one billion folks to entry and use cash. It was based on the straightforward perception that the ubiquity of cell phones could be leveraged in constructing an ecosystem that allows folks to digitally ship and obtain cash and creating easy monetary entry for everybody.

We are recruiting to fill the place beneath:

Job Title: Quality Assurance Analyst

Location: Yaba, Lagos
Department: Customer Experience
Employment kind: Full-time
Sector: Financial Services
Career Level: Grade 5
Report to: Manager, Service Delivery

About the Role

  • The major duty of this function is to steer high quality assurance actions in Customer Experience.
  • The Ideal candidate will likely be answerable for monitoring, documenting, reporting, and offering suggestions on the standard of customer support representatives on all platforms by means of the overview of all interactions/processes throughout the Contact Centre to make sure they meet firm buyer satisfaction necessities.
  • We require a robust, intuitive and pushed candidate who is not going to simply be process oriented, however aim oriented of constructing the QA effort of the Customer Experience group higher.

Primary Responsibilities

  • Conduct high quality assurance/management capabilities to make sure compliance with a complete high quality administration framework throughout all of Customer Care.
  • Mentor and monitor frontline groups every day to make sure compliance with set buyer expertise requirements.
  • Conduct efficiency hole evaluation and current propositions to the coaching unit for onward intervention
  • Prepare/compile agreed periodic exercise and efficiency experiences for the eye of the Manager, Service Delivery.
  • Conduct common audits on key buyer associated processes for the attainment of operational effectivity.
  • Produce intelligence and development experiences to handle effectivity indicators of the division.

Knowledge and Skill Requirements

  • Bachelor’s Degree with a minimal of a 2.1or equal
  • 3-4 years associated expertise with no less than 2years’ expertise inside a contact middle surroundings required.
  • Proficiency in Ms Office – Excel, Word, and PowerPoint
  • Knowledge of utilizing Xcally, Freshdesk and different high quality assurance instruments is an added benefit.
  • Communicates tactfully and successfully each verbally and in writing.
  • Flexibility and adaptableness to new directions and/or dynamic organisational priorities
  • Must be a group participant and capable of work collaboratively with and thru others.
  • Good information of Paga product and providers.
  • Strong information of buyer care processes and methods.
  • Must have accomplished the obligatory NYSC.

Key Competencies:

  • Organisational and planning abilities
  • Excellent communication abilities – verbal and written
  • Superb communication and Interpersonal abilities
  • Attention to element and accuracy
  • Problem evaluation and problem-solving abilities
  • Self- pushed and hardworking
  • Ability to multitask and handle competing priorities
  • Good group participant
  • Flexibility.

Application Closing Date
Not Specified.

How to Apply
Interested and certified candidates ought to:
Click here to apply online

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