RITA ATUCHE
Lagos Mainland
Summary
Quality Assurance Specialist monitoring customer support interactions, compliance audits, and performance evaluations across phone, email, and chat channels. Strengthens service consistency through root cause analysis, KPI tracking, and clear SOP development that supports corrective action and coaching. Partners with operations teams to improve customer experience and reduce recurring service issues.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
WAKANOW
02.2026 - 05.2026
- Resolved [number] customer tickets per shift across phone, email, and chat channels.
- Handled customer requests across phone, email, and chat for bookings, payments, cancellations, and itinerary modifications.
- Resolved complaints and escalations while maintaining service quality standards and SLA requirements.
- Maintained accurate customer records and case notes in CRM systems.
- Supported service quality standards through consistent complaint handling and clear case documentation.
- Documented itinerary changes and customer interactions to keep case histories complete and current.
Quality Assurance Specialist
WAKANOW
01.2023 - 01.2026
- Monitored [number] customer interactions per day to support service consistency and escalation control.
- Developed and maintained quality frameworks, SOPs, and service guidelines to improve consistency across support operations.
- Analyzed customer interactions, quality scores, feedback, and operational data to identify performance gaps and improvement opportunities.
- Performed root cause analysis on recurring complaints and operational issues to support corrective and preventive actions.
- Prepared quality reports, dashboards, and trend analyses to support management decisions and KPI reporting.
- Facilitated quality calibration sessions and staff coaching programs to strengthen service delivery and team performance.
Travel Advisor
WAKANOW
04.2022 - 12.2022
- Managed travel bookings, itinerary planning, hotel reservations, and customer arrangements with accurate, timely service delivery.
- Advised clients on visa requirements, travel insurance, and destination details to support informed travel decisions.
- Resolved cancellations, rebookings, and ticketing issues by identifying root causes and escalating complex cases quickly.
- Applied compliance auditing and quality monitoring practices to keep travel documentation and booking details accurate.
- Supported SOP development, quality calibration, and staff coaching & training to strengthen service consistency.
Customer Support Specialist
WAKANOW
09.2021 - 04.2022
- Managed customer inquiries related to bookings, payments, refunds, and travel modifications.
- Resolved customer complaints and service concerns across email, phone, and chat channels.
- Supported onboarding and mentoring for new team members.
Executive Assistant / Office Coordinator
OOA VISUALS
02.2021 - 03.2021
- Coordinated administrative calendars, correspondence, and office documentation to keep daily operations organized.
- Managed vendor communication, purchase follow-up, and issue resolution across routine office processes.
- Supported office administration by maintaining filing systems and handling day-to-day coordination across internal requests.
Human Resources Administrator
FEMINIK LOGISTICS NIG. LTD
04.2018 - 01.2019
- Maintained accurate employee records and updated files to support day-to-day HR administration.
- Coordinated training logistics and tracked attendance for employee development sessions.
- Supported compliance-focused documentation reviews and applied SOP development to strengthen recordkeeping consistency.
Client Service Executive
FEMINIK LOGISTICS NIG. LTD
09.2017 - 03.2018
- Managed customer relationships and handled service-related concerns with clear, professional communication.
- Partnered with operations teams to support efficient service delivery and timely issue resolution.
- Tracked service trends through KPI reporting and customer experience analysis to identify recurring pain points.
- Supported quality monitoring, compliance auditing, and quality calibration to strengthen service consistency.
- Contributed to root cause analysis, SOP development, and staff coaching to improve repeat service handling.
Teacher
NYSC
05.2015 - 04.2016
- Delivered classroom instruction aligned to lesson plans, reinforcing core concepts through clear explanations and guided practice.
- Maintained academic records with careful attention to accuracy, supporting reliable reporting and student progress tracking.
- Applied quality monitoring to student work and class participation, identifying gaps early and adjusting instruction accordingly.
- Coached students through feedback and repeat practice, strengthening comprehension, participation, and classroom confidence.
- Documented classroom procedures and assessment routines, contributing to consistent SOP development and smoother service delivery.
Education
Master of Science - Employment Relations & Human Resources
University of Lagos
Lagos, Lagos, Nigeria02-2021
Bachelor of Science - Social Work
University of Lagos
Lagos, Lagos, Nigeria02-2015
Skills
Quality monitoring
Compliance auditing
Root cause analysis
SOP development
KPI reporting
Quality calibration
Customer experience analysis
Escalation management
Staff coaching & training
Service delivery management
Timeline
Customer Support Specialist
WAKANOW
02.2026 - 05.2026
Quality Assurance Specialist
WAKANOW
01.2023 - 01.2026
Travel Advisor
WAKANOW
04.2022 - 12.2022
Customer Support Specialist
WAKANOW
09.2021 - 04.2022
Executive Assistant / Office Coordinator
OOA VISUALS
02.2021 - 03.2021
Human Resources Administrator
FEMINIK LOGISTICS NIG. LTD
04.2018 - 01.2019
Client Service Executive
FEMINIK LOGISTICS NIG. LTD
09.2017 - 03.2018
Teacher
NYSC
05.2015 - 04.2016
Bachelor of Science - Social Work
University of Lagos
Master of Science - Employment Relations & Human Resources
University of Lagos