Supervisor Job Vacancy at Konga

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Job Title:  Supervisor, Quality Monitoring

Job Description 
Implement strategic plans, supervises quality assurance personnel, and allocates resources for the quality monitoring team.

Reporting Line  
Manager, Quality Monitoring and Knowledge Management

Duties & Responsibilities

  • Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment.
  • Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review.
  • Allocate resources properly according to schedules
  • Constantly respond to QA specialists needing assistance with their quality control programs.
  • Co-ordinate day-to-day performance and quality monitoring exercises.
  • Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders.
  • Generate evaluation reports for all the units in the Customer Experience Team.
  • Create investigation reports based on trends, Customer issues/enquiries and business KPIs
  • Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards.
  • Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management

Skills & Competencies 

  • Problem Solving
  • Verbal Communication
  • Excellent analytical skills
  • Good telephone etiquette
  • Customer Service
  • Quality Focus
  • Knowledge of Microsoft tools
  • Written Communication
  • High level of tolerance
  • Coaching Skills
  • Ability to multi-task
  • Ability to take initiative

Qualifications & Experience   

  • Bachelor’s degree required.
  • Experience in coaching and training individuals or groups required.
  • Excellent written, verbal, analytical and communication skills.
  • Minimum of 2 years’ experience in customer service.

How to Apply

Interested and suitably qualified candidates should click here to apply online.

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Reports released in early 2016 reveal more than 1.3 million Nigerians suffered job losses during the second quarter of 2015 alone, bringing the country's total unemployment rate to greater than 6 million individuals. In an effort to combat these statistics, staffing and education advancement advocate Joblanda has launched increased efforts to work with those affected by Nigeria's diminishing employment availability.

Joblanda is focused on delivering employment, career, and educational advancement opportunities to Nigerians who are seeking them. Built on the premise of doing more than just collecting and listing vacancies, we also help ensure each vacancy is well-matched to the job seeker by organizing the listings by required academic qualifications, years of experience, and industries of expertise.

In order to drive individual and collective economic growth, we also disseminate information about scholarships and educational opportunities as well as events and initiatives that can help people advance to a better career. We want to assist people In gaining the tools and information they need to live a better life, and we know that finding a great career is vital to accomplishing that goal.

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