Research
Gabriel Chimeziri Eheli
Quality Assurance Specialist
Lagos,LA
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Quality Assurance Specialist
PALMPAY NIGERIA
Lagos
10.2022 - Current
- Coached and trained collection agents to guarantee high level of customer service and positive customer experiences.
- Identified and documented best practices to ensure uniform delivery of service excellence across teams.
- Reviewed customer's feedback to identify areas in need of improvement and provide coaching to improve quality.
- Reviewed team communications with customers to identify areas in need of improvement.
- Managed over 50 customer calls per day.
- Ensures adherence to quality assurance guidelines to ensure customer/client satisfaction.
- Monitor, analyze, and evaluate quality of service rendered to customers to ensure compliance and improvement.
- Assists business in gathering and analyzing data to improve performance.
- Identify gaps in delivery of quality metrics.
- Identify opportunities for improvement and implement quality plans within team.
- Facilitate coaching programs across different sites to develop specific skills in collection agents.
- Design and facilitate training to help cover knowledge gaps
- Ensures new joiners are successfully onboarded till their time to competence.
Quality Assurance Compliance Specialist
JijiCars45
Lagos
12.2021 - 09.2022
- Monitored, analyzed and evaluated quality of service delivered across company’s contact centers and customer resolution units.
- Managed over 45 customer calls per day and contributed to Increased sales by 10%.
- Regularly provided performance feedback to Contact Centre Agents and closely monitoring for improvements
- Identified skill gaps and recommending training needs for Contact Centre Associates. Monitor operations to ensure conformity to established processes, procedures and Service Level Agreements.
- Regularly improved service delivery by developing and implementing process improvement initiatives.
- Periodic coaching of Customer Care Associates based on identified skill gaps in order to improve productivity and performance using tested and trusted methodologies.
- Oversaw running of quality department for two months while Quality Assurance Lead was away on duty call, this was by referral.
- Studied and analyzed high AHT (average handling time), of call center associates while handling calls.
- Identified RCA (Root Course Analysis) of fatal errors by call center Associates.
- Repeat call Analysis (RCA), identifying main reason for customers calling repeatedly into call center.
- ISO (International Organization for Standardization) Audits: Determine level compliance, of requirement across all LOB (Level of Business).
Quality Assurance Analyst
Outcess Solutions Nigeria Limited
Lagos
01.2020 - 12.2021
- Monitor, analyze and evaluate quality of service delivered across company’s contact centers and customer resolution units
- Managed over 50 customer calls per day.
- Regularly providing performance feedback to Contact Centre Agents and closely monitoring for improvements
- Identifying skill gaps and recommending training needs for Contact Centre Associates. Monitor operations to ensure conformity to established processes, procedures and Service Level Agreements.
- Regularly improve service delivery by developing and implementing process improvement initiatives.
- Periodic coaching of Customer Care Associates based on identified skill gaps in order to improve productivity and performance using tested and trusted methodologies.
- Studied and analyzed high AHT (average handling time), of call center associates while handling calls.
- Identifying RCA (Root Course Analysis) of fatal errors by call center Associates
- Repeat call Analysis (RCA), identifying main reason for customers calling repeatedly into call center.
- ISO (International Organization for Standardization) Audits: Determine level compliance, of requirement across all LOB (Level of Business).
Customer Support Executive
Outcess Solutions Nigeria Limited
Lagos
04.2018 - 12.2019
- First level troubleshooting and assistance on network related issues via social media /mails/inbound calls.
- Acted as primary technical contact; deliver technical troubleshooting and problem-solving solutions for customers.
- Made regular, outbound phone calls to customer base to prevent churn and under supervision of Service Manager.
- Sent reminder notifications to Customers on subscription renewal.
- Supported customers in resolving their issues in timely manner.
- Adhered to Policy and Procedures as established within department and company
- Escalated all unresolved customer complaints to Service Manager and follow through to resolution.
- Increased service level delivery by 20%
Education
Bachelor of Science - Agriculture
University Of Nigeria Nsukka
Enugu, Nigeria 01.2010 - 07.2016
Skills
Customer Support
Accomplishments
- Collaborated with team of 8 Quality Assurance professionals in the development of the Quality Assurance Process from scratch for the Jijicars45 project.
- Achieved an overall team quality improvement by handling and completing the training process of over 50 new hires with accuracy and efficiency.
- Assisted with the development of a call monitoring template and script and resolved the lack of quality evaluation template which led to efficiency in call monitoring and evaluation for the QA team of Jijicars45.
- Supervised indirectly team 8 staff members.
- Used Microsoft Excel to develop call monitoring and evaluation spreadsheets.
Certification
Lean Six Sigma Green Belt (ICGB)
Interests
Music
Reading
Timeline
Quality Assurance Specialist
PALMPAY NIGERIA
10.2022 - Current
Project Management
10-2022
Lean Six Sigma Green Belt (ICGB)
05-2022
Quality Assurance Compliance Specialist
JijiCars45
12.2021 - 09.2022
Digital Marketing Fundamentals
12-2021
Marketing Strategy Fundamentals
10-2021
Lean Six Sigma Yellow Belt (ICYB)
06-2021
Quality Assurance Analyst
Outcess Solutions Nigeria Limited
01.2020 - 12.2021
Customer Support Executive
Outcess Solutions Nigeria Limited
04.2018 - 12.2019
Bachelor of Science - Agriculture
University Of Nigeria Nsukka
01.2010 - 07.2016
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