Call Centre Quality Assurance Specialist at uLesson Education Limited

Job Expired

Call Centre Quality Assurance Specialist

Location: Abuja

Job Description

  • The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanour, technical accuracy, sales performance, and conformity to company policies and procedures.
  • This individual will be responsible to develop, create and implement call centre processes and procedures manual as needed.

Roles and Responsibilities

  • Develop and implement a Quality assurance scorecard for evaluating and grading of customer interactions.
  • Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
  • Provides structured and timely recommendations through verbal and/or written feedback to the Customer success management team.
  • Analyse service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the team.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Prepares and analyses quality assurance reports for management staff review.
  • Conduct compliance monitoring to ensure the team adheres to all team/company processes.
  • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Success team.
  • Drive innovation and optimize processes to improve the efficiency of team performance.


  • Bachelor’s Degree in a relevant field.
  • Work experience in a call centre, preferably in a technical environment.
  • Strong attention to detail, exceptional listening and analytical skills.
  • Excellent communication skills both written and verbal required.
  • Excellent organizational skills and ability to handle multiple tasks under deadlines.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.


Application Deadline
Not Specified.

Method of Application
Interested and qualified candidates should send their¬†Applications¬†indicating and stating why you are a good fit¬†(attach an updated copy of your CV and Cover Letter)¬†to:¬†¬†using “Call Centre Quality Assurance Specialist” as the subject of the mail.

More Information

  • This job has expired!
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