Overview

Green Africa Airways Limited is a valued airline based in Lagos, Nigeria. We are a new carrier that offers safe, reliable, and affordable air travel to a much broader group of customers. This positions us as a significant contributor to the economic development of Nigeria and the African continent.

Job Position: Specialist, Care and Quality Assurance

Job Location: Lagos, Nigeria

Job Responsibilities

  1. Responsible for performing daily and monthly quality checks to maintain Green Africa’s standards within the Care team
  2. Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction
  3. Monitor SLA for each gCare agent and ensure turnaround time between 25 min – 45 min
  4. Managing and auditing reports for customer care activities and transactions to be shared with the Lead, Care, and Quality Assurance at the end of every month
  5. Identifying soft skill gaps within the team and developing training needs or interventions to attain customer experience and improve customer satisfaction for all Care agents
  6. Responsible for investigating customer complaints and providing corrective & prevention actions
  7. Overseeing a high volume of calls and messages
  8. Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written)
  9. Ensuring compliance with all calls and emails across the touch points as they align with Green Africa, especially during disruptions.

Job Requirements

  1. Candidates should possess a B.Sc or HND in any related field
  2. Proven Quality Assurance experience and techniques in a call center environment
  3. Proficiency in the use of Microsoft Excel and PowerPoint
  4. Great attention to detail and a result-driven approach
  5. Analyze high volume of calls and messages of over 100 customers daily
  6. Ability to oversee a team of call center agents
  7. Resilience to prioritize tasks and complete them in a high-pressure environment

Must have skills:

  1. Time management Analytical Communication Attention to details Problem solving
  2. Good to have skills
  3. Interpersonal Decision-making Leadership Organization.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Quality Control

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