New Vacancy at Wakanow

Wakanow.com is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally.

Wakanow.com offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services from a broad selection of partners.

Job Title: Quality Assurance Executive
Job Location: Rivers

Job description

• Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
• Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
• Produce daily/ weekly quality assessment report
• Capture performance management indices from Call Centre and other staff of the Company
• Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
• Organise Mystery shopping for Wakanow outlets and capture reports
• Identify training needs based on result of continuous quality monitoring
• Keep a library of Good, average and poor calls/ e-mails and live chats

Desired Skills and Experience

• Minimum of B.Sc. Degree
• 2-3 years relevant work experience as a Quality Assurance Specialist in the Telecommunications/Aviation industry
• Previous Customer Service experience
• Excellent Communications skills
• Strong sales and persuasive skills
• Proficient in Microsoft Office Suite
• Must be a go getter and ability to work with little or no supervision

APPLY HERE

Deadline: 31st January, 2015