Job Summary:
The Contact Center Quality Control Analyst Supervisor is responsible for supervising the quality assurance (QA) and monitoring processes within the contact center. The role ensures that customer interactions (calls, chats, and emails) meet established service, compliance, and performance standards. The supervisor leads a team of quality analysts, provides coaching, identifies process gaps, and works closely with operations to drive customer satisfaction and continuous improvement.
Key Responsibilities:
- Supervise, train, and motivate quality analysts to effectively monitor and evaluate agent performance.
- Develop and maintain QA scorecards, monitoring guidelines, and evaluation forms for consistency.
- Conduct regular audits of customer interactions to ensure compliance with company policies, service standards, and regulatory requirements.
- Provide timely feedback and actionable insights to agents and supervisors to improve performance.
- Analyze QA data, generate trend reports, and present findings to management with recommendations.
- Collaborate with contact center supervisors and trainers to address skill gaps and training needs.
- Ensure calibration sessions are conducted to maintain evaluation consistency across the QA team.
- Handle escalated quality-related issues and work with leadership to resolve them.
- Recommend and implement process improvements to enhance the overall customer experience.
- Maintain confidentiality and accuracy of customer and company information.
Skills & Competencies
- Strong leadership and coaching skills with the ability to manage and inspire a QA team.
- Excellent analytical and reporting skills with attention to detail.
- In-depth knowledge of contact center operations, KPIs, and quality metrics.
- Strong communication, interpersonal, and presentation skills.
- Ability to identify root causes and recommend practical solutions.
- Familiarity with call monitoring tools, CRM platforms, and workforce management systems.
Qualifications
- Bachelor’s degree/HND in Business, Communications, or related field (preferred).
- 3–5 years of experience in a contact center quality assurance/quality control role, with at least 2–3 years in a supervisory capacity.
- Knowledge of industry standards such as COPC, ISO, or other contact center quality frameworks is an advantage.
Performance Indicators (KPIs)
- QA compliance scores across all communication channels.
- Accuracy and consistency of agent evaluations.
- Improvement in customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Reduction in repeat calls, complaints, and escalations.
- Effectiveness of feedback sessions and coaching outcomes.
- Team productivity and calibration accuracy.
Job Type: Full-time
Pay: From ₦120,000.00 per month
Location:
- Lagos (Preferred)