Call Center Quality and Training Officer Job

Phillips Outsourcing Limited has been in existence for over 16 years. We have a vast experience in the outsourcing business as we currently manage resources for major clients in all sectors of the Nigerian economy. In addition, our prolific manpower cuts across the 36 states in Nigeria. After successfully gaining ground in all the 36 states of the federation, we are gradually spreading our tentacles to other African Nations. We are currently registered to also do business in Ghana. Our framework is developed to fully support the businesses of our clients, ensuring continuous improvement of the outsourced services. This ultimately thrusts our clients to achieve their business objectives.

Role Overview

• The role focuses on monitoring call center performance, ensuring high service quality standards, and delivering training and coaching to improve team performance.
• The candidate will also support daily call center operations when required.

Responsibilities

• Monitor and evaluate call center agents’ performance
• Conduct quality checks on calls and customer interactions
• Identify performance gaps and implement improvement plans
• Provide training and coaching to agents
• Support call center operations and reporting
• Assist in developing and improving procedures and standards

Requirements

• Experience in call center quality, training, or supervisory roles
• Strong background in call monitoring and quality assurance
• Excellent communication and coaching skills
• Strong organizational and problem-solving abilities
• Experience in betting, gaming, or iGaming industry (a plus).

Salary
N350,000 - N500,000 monthly.