Contact Center – Quality Assurance Officer at Access Bank Plc

Job Description

Access Bank Plc is seeking a dedicated Contact Center – Quality Assurance Officer to monitor and enhance customer service quality across its Contact Center operations. The role involves supervising agents, analyzing performance metrics, and implementing training programs to ensure exceptional service delivery.

Key Responsibilities:

• Monitor inbound and outbound calls to ensure compliance with quality standards and evaluate agent performance.
• Coach and mentor Contact Center agents, providing guidance to enhance productivity and customer satisfaction.
• Identify training needs and develop individual and group training programs to address performance gaps.
• Compile, analyze, and report on Contact Center metrics, including call evaluation, CRM adherence, agent attendance, and VOC feedback.
• Oversee resolution of escalated operational and customer service issues.
• Maintain and update Standard Operating Procedures and training calendars.
• Support staffing planning by analyzing call volumes and agent skill levels.

Requirements:

• A minimum of a First Degree in any discipline from a recognized university.
• At least 3 years of experience in banking, corporate solutions, or payment institutions; experience in cards and electronic business is a plus.
• Strong leadership, problem-solving, and communication skills.
• Ability to manage a team of agents and interact effectively with diverse groups.
• Proficiency in call monitoring tools and performance reporting.