Contact Center Quality Assurance Analyst

Role: Contact Center Quality Assurance Analyst

Location: Lekki Phase 1, Lagos

Position Overview: The Contact Center Quality Assurance Analyst is responsible for evaluating the performance of the contact center team, ensuring high-quality customer interactions, and supporting the continuous improvement of customer service operations. The QA Analyst will monitor calls, review customer interactions, and provide feedback to ensure adherence to company standards and customer satisfaction.

Key Responsibilities

· Oversee the daily quality assurance standard of the call center unit.

· Monitor contact center agents' interactions, including calls, chat sessions, and emails, to assess quality.

· Handle daily briefing in the call center as well as training and guiding team members.

· Review and champion the following reports: IVR Testing, Inbound, Chat

· Prepare and deliver comprehensive reports on contact center performance, identifying trends and areas for development.

· Ensure all customer care complaints and enquires are promptly resolved.

· Track and analyze key performance indicators (KPIs) related to quality and customer satisfaction.

· Provide one-on-one coaching to contact center agents based on quality assurance findings.

· Participate in quality improvement initiatives and contribute ideas to improve the overall customer experience.

· Ensure compliance with regulatory and company standards in all customer interactions.

· Oversee the daily quality assurance standards within the call center unit.

· Conduct daily briefings, training, and guidance sessions for team members.

· Perform daily spot checks on all agent interactions, including calls, emails, chats, and social media services, for quality assessment.

· Review and champion key reports such as IVR Testing, Inbound, and Chat.

· Use the quality monitoring data management system to compile and track performance at both team and individual levels.

· Ensure customer care complaints and inquiries are promptly resolved.

· Manage the induction and orientation of new agents, ensuring adherence to standards.

· Conduct regular follow-ups with in-house agents to prevent any compromise of quality standards.

Requirements

· HND/BSc any related field

· 2-3 years of experience as a Contact Center Quality Assurance Analyst.

· Have experience measuring contact center employees’ performance including coaching to call center metrics.

· Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)

· Excellent verbal and written communication skills

· Experience in the restaurant or hospitality industry is an added advantage.

· Strong analytical skills with the ability to assess and improve service quality.

To apply, please send your CV to careers@bukkahut.com, Contact Center QA Analyst as the subject of the email.