The QA/RS ensures established procedures and quality standards of the Company are met and monitors these against agreed targets.

Responsibilities:

•   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 a daily/ weekly Quality assessment report
•   Capture performance management indices from Call Centre and other staff of the company
•   Identify outliers (those whose performance are far below the standard) and recommend them for training
•   Organise Mystery shopping for Wakanow Travel Centres 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

Qualification Required & 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

Location: Accra

How To Apply For The Job

Interested candidates should send their applications to jobs@empowergh.com  and quote the job designation they are applying for in the Subject area of the email.

Closing Date: 15 November, 2014