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e.Services Africa Limited is a full spectrum Business Process Outsourcing (BPO) service provider with specific expertise and experience in providing customer relations management services and Information Management Technology. We are the two time (2014 and 2015) best BPO Company in Ghana. As a world class business, IT-consulting and technology firm, we transform the performance of leading organizations in both the private and public sectors.

From concept to strategy development and detailed implementation

e.Services Africa Limited is a full spectrum Business Process Outsourcing (BPO) service provider with specific expertise and experience in providing customer relations management services and Information Management Technology. We are the two time (2014 and 2015) best BPO Company in Ghana. As a world class business, IT-consulting and technology firm, we transform the performance of leading organizations in both the private and public sectors.

From concept to strategy development and detailed implementation, we consistently deliver our clients with rapid, high-impact results.

Job Description

Main Responsibilities

• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
• Work to develop existing reports templates and improve departmental efficiency, without compromising quality or accuracy.
• Improving and streamlining processes regarding data flow and data quality to improve data accuracy, viability and value of the contact centre.
• Conduct research on customers, competitors, suppliers, professional organizations, or others to stay abreast of industry or business trends.
• Collating and analyzing contact centre performance data and charts against defined targets
• Provide modeling support to the business to enable accurate future planning decisions to be made.
• Gather intelligence data from available industry reports, public information, field reports, or purchased sources.
• Oversee extraction, transformation and storage of transaction data on approved devices.
• Oversee Storage, management and analysis of contact centre by data entry reps and analyst using approved tools and systems.
• Prepare various types of data in different formats such as a graph or table for presentation by the QA Supervisor.
• Identify suspicious (unusual) behavior among performance of Brand Ambassadors as part of a fraud detection process and make recommendations to the QA Supervisor for further action.
• Predict customer behaviour, patterns, and actions and advice the business accordingly.
• Preparing team specific, department and general reports that will help in setting company productivity targets.
• Monitoring performance by gathering relevant data and producing statistical reports under the supervision of the QA manager
• Determining and documenting any areas that may need improvement.
• To be involved in interactions to review the current policies and improvise plans to improve upon the existing quality standards
• Investigate and seek to resolve any identified data integrity issues, feeding the analysis back to the source of the issues to attempt to remove possibility of reoccurrence
• Analyze technology trends to identify markets for future product development or to improve sales of existing products.
• Identify trends in service provided to customer and advance proposals for further product development
• Other duties as may be assigned by the QA Supervisor.

Other Responsibilities

• Provide QA Supervisor with reports on all BAs and software applications monitored
• Assist the QA Supervisor in ensuring all BA’s are measured on Quality and Accuracy based on specific measures.
• Accurate Knowledge of system, resources and addressing opportunities for improvement.
• Assist QA Supervisor and/or Manager in providing monthly contact quality reporting to Team Leaders, Supervisors, Managers and the Contact Center Manager where applicable
• Other duties as may be assigned related to contact quality and training by the QA Supervisor and/or the QA Manager
• A good understanding of contact center technology
• Together with the QA manager, analyzing the call handling process and identifying areas where technology can be used to improve on the quality of the delivery
• Optimizing technology available to achieve results on all tasks assigned
• Recommend the acquisition of relevant technology that is critical to the smooth running of the operation quality assurance wise

Required Skills or Experience

• Minimum 8 months of Contact Centre Experience
• At least 1 year Quality Assurance Experience in the contact Centre Industry
• DEGREE/HND in any field