Quality Assurance Analyst (Customer Service) at Contec Global Group

Quality Assurance Analyst (Customer Service) at Contec Global Group

Contec Global aims to democratise the mobile wallet space in Nigeria and Sub-Saharan Africa. We provide a bank and MNO agnostic online platform to recharge any mobile, pay bills, utilities, send/receive money and pay@shop directly to merchants.

The amount paid by consumers is returned in the form of cash back and coupons making the recharge almost free. We are PCI-DSS compliant and are licensed under the Central Bank of Nigeria. NowNow also offers a unique agent platform that enables additional streams of revenue for individuals and businesses along with providing financial services to the unbanked – allowing them to offer p2p, bank transfers, cash out, mobile recharge, pay bills etc. Today NowNow provides a livelihood to over 500 such agents across Nigeria with a target of increasing our agent network to 15000 within a year

Quality Assurance Analyst (Customer Service)

Job Type                          Full Time

Qualification                   BA/BSC/HND

Experience                      4 – 6 Years

Location                          Lagos

Job Field                        Customer Care

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Job Description

  • The Quality Assurance Analyst is responsible for assessing the Customer Service Specialists, Ticketing, and Complaint resolution, responsible for the maintenance of high-quality service across the customer care unit.

Resposibilities

  • Quality Assessment
  • First Contact resolution
  • Complaint resolution and ticketing
  • Conduct regular checks on measures taken to handle customer complaints.
  • Ensure Customer Service Executive complies with required processes in the bid to maintain excellent customer service.

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Requirements

  • HND / B.Sc from any higher institution
  • Must have at 4 – 6 years in the Customer Service Unit with minimum 2 years active as a Quality Assessor in
  • The same or related Sector (FINTECH, E-Payment, Mobile Money)
  • Proficient in the use of Excel and general Microsoft Office tools.
  • Data Analytics Skills.

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Deadline: September 25, 2020

Method of Application

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