VACANCY - Quality and Sales Support Officer

Description

Job Description

• Responsible for gaining access to calls on relevant systems:


• Responsible for evaluating of calls, by listening, considering a specific standard and benchmarks;


• Responsible for providing feedback on call evaluations to a audience:


• Responsible for receiving feedback, review, consider and provide relevant feedback to line management


• Responsible for conducting daily, weekly and monthly plan of action and refer to line management


• Responsible for following on with team leaders/ Supervisors on corrective action and escalated matters where necessary;


• Responsible for documenting all Coaching sessions;


• Responsible for using all available resources to complete an appropriate assessment;


• Responsible for Calibration that is, book a room and consultants for teams, together with their Team Leader/Supervisor would listen to a call recording and bring assessment Sheets to assess the call and later discuss the differences;


• Responsible for Information,  that is, discuss new products, new information and added features, show consultants on how to find answers to their questions from the system;


• Responsible for receiving information from the Telesales Executives;


• Responsible for identifying relevant opportunity for conversion (Option A or B);


• Responsible tor finalizing options;


• Responsible for direct communication to the relevant branch / operation orally & in writing;


• Responsible for ultimately converting deals from offered phase to disbursed phase at an agreed conversion rate (100%);


• Responsible for generating daily reports and general filing;


• Will serve as an Administrative Support;


• Responsible for any other task(S) that may be assigned by the Head of Call Centre Operations.

• A Bachelor's Degree or HND is essential


• Excellent knowledge Of IT systems, including call centre solutions, Microsoft office and e-mail.


• Two (2) years' experience in a similar role within a Call Centre.

• Analytical and hardworking


• Good customer service skills;


• Good selling skills


• Excellent communication and interpersonal skills


• Neat and organized person


• Target-oriented


• Ability to work under pressure


• Result-oriented