Specialist, gCare and Quality Assurance at Green Africa Airways Ltd

Green Africa Airways Ltd is a Nigerian airline, based in Lagos, Nigeria. The airline was founded in 2015 and commenced flights on 12 August 2021.

Job Summary:

The idea candidate will be Responsible for performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team.

Responsibilities:

• Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team.
• Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
• Monitor SLA for each gCare agent and ensure turnaround time between 25 min – 45 min.
• Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month.
• Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents.
• Responsible for investigating customer complaints and provide corrective & prevention actions.
• Overseeing high volume of calls and messages.
• Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written).
• Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.

Requirements:

• BSC or HND degree in any related field.
• Proven Quality Assurance experience and techniques in a call center environment.
• Proficiency in the use of Microsoft Excel and Power Point.
• Great attention to details and a result driven approach.
• Analyze high volume of calls and messages of over 100 customers daily.
• Ability to oversee a team of call center agents.
• Resilience to prioritize tasks and complete them in a high-pressure environment.

Required Skills/ knowledge

• Time management Analytical Communication Attention to details Problem solving Customer Service
• People management Quality Assurance
• Interpersonal Decision-making Leadership Organization

Location: Lagos State, Nigeria

Method of Application

Interested and qualified candidates Should Click Here to Apply online.