Website ConSol Limited
Quality Assurance Supervisor at ConSol Limited
ConSol is the premier provider of Contact Centre Services and Business Process Outsourcing (BPO) Customer Management Solutions (CMS) in Nigeria. Our corporate vision as part of our efforts to deliver customer management solutions is Building Bridges, Creating Opportunities. Our Mission is to “Set customer-centric service standards through synergy, trust and excellence in a manner that would enhance the profitability of our stakeholders’.
We are recruiting to fill the position below:
Job Title: Quality Assurance Supervisor
Objective / Purpose
Supervise the Call Centre Quality Monitoring (QM) function and responsible for assuring call quality standards are being evaluated fairly and consistently.
Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures.
Job Duties / Responsibilities / Accountabilities
Supervise all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
Co-ordinate coaching, training and development to contact centre agents
Supervise the use of quality monitoring data management system to compile and track performance at team and individual level.
Coordinate and facilitate call calibration sessions for call center agents.
Supervise the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
Supervise Agents’ feedback session and provide feedback to call center Team lead and managers.
Supervise Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service.
Supervise Call Centre Agents and adhere to the policies and procedures of each Project.
Bachelor’s Degree from a recognized institution
Relevant Contact Centre operations certification
Minimum of 2 – 3 years relevant contact centre work experience
Working knowledge of appropriate CRM software and understanding of the contact center industry.
Application Closing Date
28th February, 2021.
How to Apply
Interested and qualified candidates should send their CV to: firstname.lastname@example.org using the “Job Title” as the subject of the email.
Note: Only shortlisted candidates will be contacted.
To apply for this job email your details to email@example.com