Quality Assurance and Learning Assessor, Lagos (Nigeria)
Core
Evaluate customer service agents' performance and interactions to ensure service quality and customer satisfaction while providing constructive feedback and training.
Role type
Quality Assurance and Learning Assessor
Builds
Performance reports, customer insights, and agent training materials
Domain
Customer Service / Telecommunications
Deliverable
dashboards & analysis
Required skills
Performance evaluation, constructive feedback delivery, data analysis, report creation, customer experience assessment, listening skills, Microsoft Excel, PowerPoint
Preferred skills
Mentorship, adaptability, prioritization, knowledge of customer service practices
Responsibilities
Create reports reflecting agents' performance, report agent and team performance to management, provide customer insights reports, participate in calibration sessions, accompany evaluations with meaningful feedback, discuss feedback with agents, participate in customer listening programs, assess agents' interactions based on internal standards, provide data on customer experience feedback and agent behavior