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 Requirement

Applicants should possess at least 2 years core experience

Application Closing Date
Not Specified.

How to Apply
Please send CV to shola.aliogo@yahoo.com

Use the job title as subject of the email.
ONLY QUALIFIED CANDIDATES WILL BE CONTACTED.