Quality Assurance and Learning Assessor, Lagos (Nigeria) Sun King • Lagos, Nigeria • via Sun King Careers Quality Assurance and Learning Assessor, Lagos (Nigeria) Department: EasyBuy Program Management Employment Type: Permanent - Full Time Reporting To: Quality and Training Lead, Nigeria

The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

What you would be expected to do

• Create reports that reflect agents' performance.
• Report agent and team’s performance to the management.
• Provide customer insights reports to management.

Customer service team engagement

• Participate in calibration sessions to maintain consistency in internal evaluations.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Assess agents’ interactions based on internal standards.
• Provide data on customer experience feedback and agent behavior.

You might be a strong candidate if you

• Have 2 - 3 years as a Quality Assessor or Call Center personnel.

Disclaimer: This job description has been formatted by AI for readability. Please verify all details with the employer before applying.