Tek Experts Nigeria job vacancy: Quality Assurance/Trainer

Tek Experts Nigeria job vacancy: Quality Assurance/Trainer

Do you have a passion for continuous improvement? Are you able to communicate to senior stakeholders as well as more junior colleagues? Are you ready for the next step in your career? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring several Quality Assurance professionals who will help ensure our support colleagues provide the best level of service to our customers.

The Quality Assurance Position provides oversight, develops, implements, and maintains technical quality assurance and control systems and activities for the support team. You will also be responsible as the primary facilitator of knowledge transfer within the team and will proactively identify training requirements for the team.

Tek Experts Nigeria job vacancy: Quality Assurance/Trainer

What we’re looking for 

Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Duties and responsibilities 

Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures (e.g., ISO certifications), quality audits/review and methods
Assists the business leaders in gathering and analyzing data on business performance
Identify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team.
Support of quality system data analysis and metrics for KPIs and other reportable forums
Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
Responsible for monitoring and reporting to the management team any performance issues
Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
Review client feedback to identify areas in need of improvement and provide coaching to improve quality
Identify and document best of breed practices to ensure uniform delivery of service excellence across teams
ISO Certification Experience Preferred

Skills and Competencies  

Strong relationship management– A collaborative nature and act as an advisor to support business continuous improvement
Clear communicator– Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills, and proactive listening skills
Effective business management- An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve

In return, we offer you

An excellent remuneration package
Prestigious offices all around the world
Friendly working atmosphere
Continuous professional development and certification programs
A commitment to offer you career development opportunities to meet your full potential
Why Tek Experts?
We only exist to help IT companies make a difference in the world. We make sure nothing gets in the way of them doing great things. Clients stay with us because we’re a disruptive-thinking, dynamic and fast-growing business and because of the success of our people. We believe in the power of people and the quality of our teams. They’re smart, curious, client-oriented and results-driven. If this sounds like you and you want to be part of our journey, APPLY NOW!.