Quality Assurance Analyst at Ikeja Electricity Distribution Company (IKEDC), Tuesday 17, October 2017
Ikeja Electricity Distribution Company (IKEDC) – Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (Ikeja Electric), Nigeria’s largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion on November 1st, 2013 following the handover of the defunct Power Holding Company of Nigeria (PHCN) to NEDC/ KEPCO Consortium under the privatization scheme of the Federal Government of Nigeria.
QUALITY ASSURANCE ANALYST
Reporting To: Head Customer Care
Responsible for setting and maintaining quality standards, identifying gaps, communicating feedback and ensuring that activities are carried out in line with standard best practices.
Develop and Implement quality assurance best practices, as well as a robust performance measurement model which will provide a basis for performance monitoring, appraisal and management.
Identifying operational gaps viz-a-viz global best practice and provide recommendations as appropriate.
Accomplishes quality assurance human resource objectives by orienting, training, coaching, counselling; communicating job expectations; planning, monitoring, appraising, reviewing job contributions; enforcing policies and procedures.
Remote monitoring of all customer interactions across the touch points (i.e., Call Centre, Live chat, email, Walk-in, Twitter, Facebook, Back office, Customer Care technicians and Letters)
Engage in silent monitoring of live calls, in vivo observation of the Call Centre and listen to recorded calls systematically to ensure that Call Centre agents are adhering to standards
Assess the performance of each individual across all the touch points and provide relevant metrics to all parties.
Create a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of performances.
Carry out periodic coaching sessions to provide both qualitative (i.e., examples from call recordings, customer feedback, etc.) and quantitative (i.e., scores from evaluation forms) feedback based on the employee’s performance
Facilitate and implement a mentorship/remediation plan (i.e., shadow a more experienced agent, have a supervisor coach, etc.) for Customer Care Representatives who consistently fail to make improvements based on feedback
Evaluate potential Customer Care candidates for essential customer service skills thereby ensuring that they are the right fit for the organization
Leverage relevant software with a reporting dashboard that provides relevant feedback metrics
This role requires a first Degree or its equivalent Diploma qualification.
Minimum of 5-6 years relevant work experience in a similar role.
Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
Good Data Analytic Skills
Good Data presentation skills
Good report writing skills
Hands on experience in the use of various platform monitoring tools.
Ability to facilitate learning and knowledge transfer sessions.
Good team management skills
Willingness to take additional responsibilities
Time and resource management capabilities.