Join Mwanga Limited as a Quality Assurance Analyst in Lagos. Apply by October 31, 2024, and advance your career in debt recovery.
Introduction
In the fast-paced world of business support services, quality assurance stands as a vital pillar ensuring that customers receive top-tier service. Mwanga Limited, a leading tech-driven debt recovery and business support outsourcing company, is seeking a passionate and skilled Quality Assurance Analyst to join its team in Maryland, Lagos. Founded in 2018, Mwanga has rapidly evolved into a trusted partner for prominent lenders in Africa, using innovative technology to aid businesses in recovering outstanding debts and enhancing their operations. This article delves into the specific responsibilities of the Quality Assurance Analyst role, the benefits of working at Mwanga Limited, eligibility criteria, and a step-by-step guide on how to apply for this exciting opportunity.
Job Details
The Quality Assurance Analyst will play a crucial role in ensuring that Mwanga Limited maintains its high standards of customer service and operational excellence. Below are the key responsibilities that this role encompasses:
- Call Monitoring and Evaluation: You will execute all aspects of quality assurance, which includes monitoring calls to assess compliance with established guidelines, evaluating agent performance, and providing feedback for improvement.
- Report Preparation and Analysis: One of your primary tasks will be to prepare and analyze both internal and external quality reports for management’s review, enabling informed decisions about training and operational strategies.
- Coaching and Development: Implementing coaching and training initiatives for contact center agents is essential. You’ll facilitate training sessions that equip agents with the skills needed to provide exceptional customer service.
- Quality Data Management: You will utilize a quality monitoring data management system to compile and track performance metrics at both team and individual levels, ensuring transparency and accountability.
- Call Calibration Sessions: Conduct call calibration sessions to maintain consistency in quality standards across the call center. This involves bringing together team members to evaluate calls and reach consensus on performance levels.
- Continuous Improvement Meetings: You will be responsible for scheduling and documenting regular meetings aimed at continuous improvement, where agents can discuss challenges and propose solutions.
- Performance Monitoring and Coaching: Actively monitor agent performance and behavior in the call center, providing constructive feedback and coaching to help agents enhance their customer service skills.
- Adaptability: The responsibilities and duties may evolve based on the company’s needs, so being adaptable is crucial. This may include working additional hours when required.
Summary of Job Details
| Attribute | Details |
|---|---|
| Job Title | Quality Assurance Analyst |
| Location | Maryland, Lagos |
| Employment Type | Full-time |
| Salary Range | N100,000 – N120,000/month |
| Application Closing Date | October 31, 2024 |
| Required Experience | 2-3 years as call center quality assurance analyst |
| Educational Qualification | Minimum B.Sc. or HND |
Benefits of Joining Mwanga Limited
Working as a Quality Assurance Analyst at Mwanga Limited comes with numerous benefits that can significantly enhance your professional journey. Here are some key advantages:
- Competitive Salary: The position offers a salary range of N100,000 to N120,000 per month, which reflects the importance of this role in maintaining service quality.
- Professional Growth Opportunities: Mwanga Limited is committed to employee development, offering various training programs and resources to help you grow your skills and advance your career.
- Impactful Work Environment: By joining Mwanga, you’ll contribute to a company that plays a vital role in assisting businesses with debt recovery and support services. Your efforts will directly impact the success of various organizations across Africa.
- Dynamic Team Culture: Work alongside a diverse team of professionals dedicated to excellence in service delivery, where collaboration and innovation are highly valued.
- Work-Life Balance: Mwanga Limited promotes a healthy work-life balance, understanding the importance of personal time and flexibility in achieving work goals.
Eligibility Criteria
To be considered for the Quality Assurance Analyst position at Mwanga Limited, candidates must meet the following eligibility requirements:
- Educational Qualification: A minimum of B.Sc. or HND in a relevant field is required to ensure a solid educational foundation.
- Professional Experience: Candidates should possess 2-3 years of experience in a call center quality assurance role. Experience in a debt recovery agency is advantageous, as it equips candidates with specific industry knowledge.
- Technical Skills: Proficiency in Microsoft Excel is essential for reporting and data analysis. Familiarity with quality monitoring tools and methodologies will also be beneficial.
Required Documents
When applying for the Quality Assurance Analyst position, make sure to prepare the following documents:
- Updated CV: An up-to-date resume highlighting your relevant experience, skills, and educational background is crucial.
- Cover Letter (optional): While not mandatory, a brief cover letter expressing your enthusiasm for the role and how your skills align with Mwanga’s mission can enhance your application.
- References: Contact details for professional references who can attest to your qualifications and work ethic may also be requested.
How to Apply
Applying for the Quality Assurance Analyst role at Mwanga Limited is a simple and straightforward process. Here’s a step-by-step guide to ensure your application is submitted correctly:
- Prepare Your Application: Update your CV to reflect your qualifications and experiences related to quality assurance and call center operations. Tailor it to highlight how your background aligns with the job description.
- Email Your Application: Send your CV to mwangahr@gmail.com. Ensure that your email is professional and concise.
- Subject Line: Clearly state “Quality Assurance Analyst” in the subject line of your email. This will help the HR team identify your application easily.
- Wait for a Response: After submitting your application, be patient as Mwanga Limited reviews all applications. Qualified candidates will be contacted for interviews, so make sure your contact information is accurate.
- Prepare for the Interview: If selected for an interview, be prepared to discuss your previous experiences in quality assurance, your understanding of the debt recovery industry, and how you plan to contribute to Mwanga’s success.
Conclusion
The Quality Assurance Analyst position at Mwanga Limited represents an incredible opportunity for professionals seeking to advance their careers in a dynamic and impactful industry. With a competitive salary, professional development opportunities, and the chance to work with a reputable company, this role is ideal for those passionate about delivering excellent customer service. If you meet the eligibility criteria, do not miss the chance to apply before the closing date of October 31, 2024. Join Mwanga Limited and be a part of a team that is redefining standards in debt recovery and business support services in Africa.
FAQs
1. What is the salary range for the Quality Assurance Analyst position at Mwanga Limited?
The salary for this position ranges from N100,000 to N120,000 per month.
2. What qualifications are required to apply for this role?
Candidates should have a minimum of B.Sc. or HND and 2-3 years of experience as a call center quality assurance analyst.
3. Where is Mwanga Limited located?
Mwanga Limited is located in Maryland, Lagos.
4. What should I include in my application?
Your application should include an updated CV and, optionally, a cover letter detailing your interest in the role.
5. When is the application closing date?
The application closing date is October 31, 2024.