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Team Lead Quality Assurance Specialist
Quality Assurance Team Lead at FirstBank of Nigeria, developing QA frameworks to improve contact center customer experience.
NigeriaTeam Lead Quality Assurance Specialist at FirstBank of Nigeria
Lead and manage QA team to deliver consistent monitoring and evaluation. Ensure compliance with regulatory standards and internal policies, and drive continuous improvement initiatives to enhance customer experience.
Quality AssuranceTeam LeadershipComplianceCustomer ExperienceMonitoringEvaluationOnboardingRecruitmentQA FrameworksReporting
Monitored and evaluated agent calls for quality, accuracy, and adherence to company standards. Conducted thorough analyses of customer interactions to identify areas for improvement and collaborated with the training team to create targeted coaching sessions.
Quality AssuranceCall Monitoring
B.Sc in Banking and Finance, graduated with Second Class Upper Division.
Led and managed a team of customer representatives, setting team goals and objectives. Collaborated with cross-functional teams to drive business outcomes and foster customer centricity, and developed processes to enhance team efficiency.
Customer ExperienceCRMTeam LeadershipCross Functional CollaborationProcess ImprovementStrategyResearchAnalysis
Resolved customer complaints across various platforms within stipulated time frames. Engaged with customers to resolve issues, attended to at least 2,950 interactions monthly, and collaborated with cross-functional teams to launch new product features.
Customer ExperienceComplaint ResolutionSocial MediaCross Functional CollaborationTrainingCustomer EngagementComplianceData Privacy
Responded to customer complaints via email within stipulated periods. Resolved an average of 500 customer emails per week with a 95% first-response time and a 90% customer satisfaction rating.
Email SupportCustomer ServiceComplaint ResolutionFirst Response TimeCustomer SatisfactionProcess ImprovementEfficiency
Resolved customer complaints, providing evidence for clarification purposes. Reviewed and corrected logs to ensure accurate records and sent daily reports of reviewed cases to the Quality Assurance team and supervisor.
Complaint ResolutionRecord keepingReportingQuality AssuranceAttention To Detail
Adhered to company policies and scripts to consistently achieve call-time and quality standards. Delivered exceptional customer service by leveraging extensive knowledge of products and services, handling over 2,500 customer calls per month.
Customer ServiceCall HandlingCommunication SkillsProduct KnowledgeQuality Standards
Assisted field engineers in installing and commissioning solar systems, implementing strategies to reduce costs and improve efficiency. Developed supplier relationships and assisted with surveying, report preparation, and safety inspections.
Solar InstallationField EngineeringSupplier ManagementData AnalysisSurveyingReportingSafety Inspections
Set goals for performance and deadlines, organized workflow, and monitored employee productivity. Provided constructive feedback and coaching, maintained timekeeping and personnel records, and mentored newly hired employees.
SupervisionTeam LeadershipWorkflow ManagementCorporate TrainerPerformance MonitoringTimekeepingMentorship
Prepared, administered, supervised, and graded examinations and assignments. Educated students on school's moral codes and behaviors, and planned and organized academic events and activities.
TeachingLesson PlanningStudent AssessmentClassroom ManagementEvent Planning
Handled office tasks such as filing, generating reports and presentations, and reordering supplies. Provided real-time scheduling support, made travel arrangements, screened phone calls, and greeted visitors.
Administrative SupportSchedulingTravel ArrangementsPhone SupportReport GenerationMicrosoft Office
Profile sourced from Himalayas.