Job Title Controller, Quality Assurance
\nLocation LA Accra,GH
\nOrganization Name Customer Care Division
\nDepartment Description
\nCustomer Planning & Enablement
\nBrief Description
\nMonitor staff performance against set quality standards to ensure compliance and ensure customer satisfaction in the Service Centre or Call Centre.
\nDetailed Description
\nMonitor staff interaction with customers to ensure compliance to quality standards
\nSupport in conducting surveys to ascertain client satisfaction
\nCoordinate with the training section to identify and address the coaching or training requirement of staff being monitored in order to improve performance.
\nOrganise regular sessions with staff being monitored to give feedback and resolve common mistakes
\nEnsure the adherence to service standards by supporting the development and communication of business practices that enhance performance
\nEvaluate the performance of staff being monitored and provide timely feedback.
\nSupport in ensuring employees are updated on new products and services and processes by liaising with Customer Intelligence and Training Manager to brief staff on new products, services and processes.
\nSupport in ensuring adherence to PPPs by following approved guidelines and audits activities of staff and processes applied
\nEnsure Quality Assurance database is constantly updated by checking and ensuring that all records loaded on database are accurate.
\nGenerate regular comprehensive reports regarding monitoring activities and offer recommendation to superior.<\/p>\n
Job Requirements
\nEducation:<\/p>\n
A Degree in a relevant field<\/p>\n
Experience:<\/p>\n
Minimum of 3 years relevant experience<\/p>\n
Additional Details
\nKnowledge:
\n\u00b7 Analytical thinking
\n\u00b7 Customer focus
\n\u00b7 Quality focus
\n\u00b7 Results oriented
\n\u00b7 Managing accountability
\n\u00b7 Attention to detail
\n\u00b7 Ability to maintain strict confidentiality
\n\u00b7 Organisational skills
\n\u00b7 Report Writing skills
\n\u00b7 Microsoft Office Application
\nSkills \/ physical competencies:<\/p>\n
Good communication (Verbal & Written) skills
\nIntegrity
\nCommitment to the organization
\nCustomer focus
\nAttention to details
\nStrong interpersonal skills
\nAbility to keep strict confidentiality<\/p>\n