Sterling Bank Plc Recruitment for Quality Assurance Specialist



  2021-05-04
  Lagos

Sterling Bank Plc “Your one-customer bank” is a full service national commercial bank in Nigeria. In over 50 years of operations, Sterling Bank (formerly NAL Bank) has evolved from the nation’s pre-eminent investment banking institution to a fully-fledged commercial bank; and completed a merger with 4 other banks – Indo-Nigeria Merchant Bank, Magnum Trust Bank, NBM Bank and Trust Bank of Africa – as part of the 2006 consolidation of the Nigerian banking industry.

We are recruiting to fill the position below:

Job Title: Quality Assurance Specialist

Location: Lagos
Job Type: full-time
Specialization(s): Quality Assurance/Control

Job Summary

  • To maintain a high and consistent level of service quality and ensure that regardless of the representative approached or the support channel used, customers always get similarly excellent service.

Job Description

  • Maintain and develop internal support and service quality standards.
  • Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
  • Review Service delivery and interaction in branches to ensure standards are met.
  • Accompany evaluations with meaningful and constructive feedback.
  • Create strategies to improve support KPIs.
  • Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
  • Monitor customer service performance and create reports that reflect support performance.
  • Create educational materials to ensure knowledge building for all service officers and carry out trainings.

Job Experience

  • First Degree in any field
  • 1-2 years related experience.

Deadline: 18th May, 2021.

Let\'s



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