Etisalat Nigeria October 2015 - at PresentI reviewed the current Etisalat Nigeria Inbound Contact Center Standard Operating Procedure (SOP)
I reviewed the current Etisalat Nigeria Contact Center Grading Procedure
I am Lead auditor for the Etisalat Nigeria Contact Center Total Quality Management (TQM) audit process
I co-ordinate the Monthly and Quarterly Quality Assurance unit Performance Report
I was lead project head for Implementation of Statistical Quality Assurance in the Quality Assurance unit (error counting methodology)
I coach and mentor the Contact Center Customer Service Representatives
I carryout trend analysis for Etisalat Nigeria Contact center.
I do Programme and Process level Evaluation for the Contact center agents.
I lead a team of quality assessor specialist (Team leader)
I monitor and manage Etisalat Nigeria Contact Center Key Performance Index (KPIs) such as; AHT, FCR, CSAT & DSAT metrics.
I Co-ordinate the monthly calibration/alignment session between Quality assessors and Team leaders.
Customer Service Representative
Etisalat Nigeria April 2008 - at PresentEnlighten and educate customers on Etisalat products and services,identify and resolve customer queries. Perform necessary system transactions related to customer request
Telesales/telemarketing to customers.
Quality Assurance Analyst
Etisalat Nigeria January 2012 - October 2015* Monitor the interaction of Customer Care Executives (CCEs) with customers and ensure compliance with established quality standards and KPIs.
*To utilize various methods in order to conduct quality assessments, i.e. side-by-side monitoring, remote monitoring, and recorded calls.
*To monitor and report customer affecting processes SLAs with a view to identifying and removing hindrances to effective query resolution.
*Ongoing research on customer’s feedback from satisfaction surveys.
*Maintaining a quality management framework (organize calibration sessions, maintain processes, training) for telephone and email support.
*Measuring and reporting quality index to team and management.
*To provide continuous feedback to supervisors regarding the levels of customer service being delivered
*Monitor, measure and report on the effectiveness of trainers and training delivered within the Customer Care Group.
Higher National Diploma
Yaba College of Technology, yaba lagos Nigeria
2004 - 2006
(2 years) Lagos State
Yaba College of Technology
2001 - 2002
(1 year) Lagos State