Pagatech was founded in early 2009 with a vision to enable a cashless society and bank the unbanked in Africa. Our first product offering, Paga, is a direct to consumer mobile payments service. Paga is an innovative, open, secure, and interoperable mobile payments platform that allows any person who has a mobile phone to transact electronically - thus turning the mobile phone into an electronic wallet.
ABOUT THE ROLE
- The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
- The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
- We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.
PRIMARY RESPONSIBILITIES
- Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
- Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
- Conduct performance gap analysis and present propositions to the training unit for onward intervention
- Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
- Conduct regular audits on key customer related processes for the attainment of operational efficiency.
- Produce intelligence and trend reports to manage efficiency indicators of the department.
KEY COMPETENCIES
- Organisational and planning skills
- Excellent communication skills – verbal and written
- Superb communication and Interpersonal skills
- Attention to detail and accuracy
- Problem analysis and problem-solving skills
- Self- driven and hardworking
- Ability to multitask and manage competing priorities
- Good team player
- Flexibility
KNOWLEDGE AND SKILL REQUIREMENTS
- Minimum 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
- Bachelor’s degree with a minimum of a 2:1 or equivalent
- Proficiency in Ms Office - Excel, Word, and PowerPoint
- Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
- Communicates tactfully and effectively both verbally and in writing.
- Flexibility and adaptability to new instructions and/or dynamic organisational priorities
- Must be a team player and able to work collaboratively with and through others.
- Good knowledge of Paga product and services.
- Strong knowledge of customer care processes and techniques.
- Must have completed the mandatory NYSC
Method of Application
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