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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.
