Maon Services Limited is a platform enabler specializing in HR management, Learning & Development, Customer Service, and Marketing. It empowers businesses to digitize and improve operations, enhance workforce engagement, and drive customer satisfaction.
We are recruiting to fill the position below:
Job Title: Call Center Quality Assurance Associate
Location: Ajah, Lagos
Employment Type: Full-time
Responsibilties
Monitor Interactions:
- Listen to live and recorded calls, review chat transcripts, and assess email responses to evaluate customer service performance.
- Score interactions using standardized evaluation forms.
Reporting and Feedback:
- Prepare detailed QA reports, dashboards, and performance summaries.
- Provide constructive feedback and coaching to agents on quality performance.
Process Improvement:
- Identify trends, root causes of recurring issues, and areas for training or process enhancements.
- Recommend improvements to workflows, scripts, and procedures.
Compliance and Standards:
- Ensure adherence to company policies, service level agreements, regulatory guidelines, and data protection requirements.
- Monitor compliance with quality standards and escalation protocols.
Training Support:
- Assist in developing and delivering training programs and refresher courses.
- Share best practices and knowledge across the team.
Customer Experience Focus:
- Champion the voice of the customer by highlighting improvement opportunities that drive satisfaction and loyalty.
- Support initiatives to enhance service consistency and quality.
Requirements
- Candidates should possess relevant qualifications with 2 – 4 years experience.
Salary
N150,000 Monthly.
Application Closing Date
17th July, 2025.
How to Apply
Interested and qualified candidates should send their Resume to: jobs@greatbrandsng.com and sandra.o@oda.com.ng using “QA Associate” as the subject of the mail.