Recruitment, apply for Flutterwave recruitment 2023 below.
Gatekeepers News reports that Flutterwave is an African-based fintech company that provides a payment infrastructure for global merchants and payment service providers across the continent.
Flutterwave is recruiting to fill the positions below:
CX Quality Assurance Analyst
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria
Job Description:
- The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and best practices.
- The job requires a detail-oriented and analytical individual with excellent communication skills and a passion for providing excellent customer service.
- The Quality Analyst should be able to identify areas of improvement and provide coaching to agents to enhance their performance.
- The ideal candidate should have experience in using quality monitoring tools, data analysis, and generating reports.
- The QA Analyst should be able to work collaboratively with agents, supervisors, and managers to drive continuous improvement in customer service.
Responsibilities include but are not limited to:
- Conduct quality audits on Customer interaction to ensure they meet the company’s quality standards
- Carryout Voice of Customer Analysis of Customer’s Feedback and identify areas of improvement for stakeholders
- Analyze Customer InteractionTeam data to identify areas for improvement and provide recommendations for process improvements
- Develop and implement quality control procedures and best practices
- Monitor and report on quality metrics to identify trends and opportunities for improvement
- Collaborate with cross-functional teams to identify and resolve quality issues
- Develop and deliver training programs to improve quality awareness and understanding
- Conduct root cause analysis to identify the cause of quality issues and develop corrective action plan.
Qualifications and Requirements:
- Bachelor’s degree
- Minimum 4 years of experience in customer experience, with a minimum in a quality assurance role
- Great Analytical and Problem solving skills
- Value and enjoy leveraging data to find opportunities and to evaluate progress.
- Passionate about excellent service delivery
- Adept in Process and Continuous Improvement
- Strong Influencing and Persuasive Skills
- Ability to handle pressure/conflict
- Self-motivated
- Team Player
- Excellent Interpersonal Skills
- Ability to work without supervision
How to Apply
Qualified and interested candidates should Click here to apply
Deadline: Not Specified
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