Sagbamah Onokome P.

• Ensure CSAT remains consistently high by implementing effective quality assurance processes
• Maintain a high level of accuracy in assessing customer support interactions through quality monitoring
• Aim for a minimum accuracy rate of 95% in evaluating customer interactions
• Develop and implement strategies to improve agent performance and track the percentage of agents showing improvement over time
• Designing and rolling out quality management frameworks that align with industry standards and regulatory requirements
• Collaborate with the support team to optimize AHT without compromising service quality
• Investigating quality issues, identifying root causes, and implementing corrective actions to prevent recurrence
• Monitor and enhance FQR(first quality response) rates to ensure customers' issues are resolved efficiently and effectively
• Strive for a consistent increase in FQR rate over time
• Evaluate the effectiveness of training programs through post-training
• Ensure a minimum score of 80% on post-training assessments
• Minimize the escalation rate by empowering agents to handle complex issues independently
• Aim to reduce the percentage of escalations over time
• Ensure team adherence to quality assurance guidelines and standards
• Monitor compliance with established procedures and provide feedback for improvement
• Monitor team satisfaction and engagement levels through regular surveys or feedback sessions
• Implement initiatives to improve team morale and engagement as needed
• Identify trends in common errors and implement corrective actions to reduce error rates
• Set targets for reducing the error rate by a certain percentage quarterly
• Foster collaboration with other departments, such as product development and sales, to address customer pain points and improve overall service quality
• Measure the effectiveness of cross-functional collaboration through feedback and project outcomes
• Lead and support continuous improvement initiatives within the quality assurance team and across the customer support department
• Track the implementation and impact of improvement initiatives on key metrics
• Ensure compliance with relevant industry regulations and standards in all customer support activities
• Monitor adherence to regulatory requirements and implement necessary adjustments to processes and procedures
• Provide leadership and guidance to the quality assurance team members, fostering their professional development and growth
• Measure team member satisfaction and track their progress through regular performance evaluations
• Technology Implementation: Utilize the new quality tool (Scorebuddy) to enhance overall quality
• Ensuring that all processes and practices comply with relevant industry and governmental standards, thereby mitigating risks

• Maintain and develop internal support and quality standards (including macros, and SOPs).
• Assess all support interactions (SM, emails, chat, etc.) based on internal and quality standards.
• Conduct regular audits on reopened tickets and CSAT scores of support associates.
• Accompany evaluations with meaningful and constructive feedback with agents in regular meetings and calibrations.
• Create data reports that reflect support performance; identify training needs; and design training materials for the team and relevant stakeholders.
• Train the support department on organizational processes and procedures.
• Design, distribute, and measure the results of candidate experience surveys.
• Proactively identify unique patterns that affect customers experiences and suggest possible adjustments to implement to enhance service delivery.
• Contribute to the team culture in a positive manner.
• Plans and coordinates the rollout of quality certification processes across the organization.
• Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.

Company Overview: LAGOS, NIGERIA

• Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
• Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures, quality audits/reviews, and methods
• Assists the business leaders in gathering and analyzing data on business performance Identifying gaps in the delivery of quality metrics, identifying opportunities for improvement, and implementing these plans within the team
• Support of quality system data analysis and metrics for KPIs and other reportable forums
• Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
• Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
• Responsible for monitoring and reporting to the management team any performance issues
• Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
• Review client feedback to identify areas in need of improvement and provide coaching to improve quality
• Identify and document best-of-breed practices to ensure uniform delivery of service excellence across teams.

• Act as the primary technical contact, delivering advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management
• Provide security and compliance support to M365 security administrators
• Provide engineering support for Microsoft Office 365, Billing, and Licenses
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity
• Efficient technical support and quality-assured implementation of migrations and solution deployments related to Azure technologies, Office 365, Active Directory & Exchange

• Monitor and enforce adherence to established quality control procedures, policies, and industry standards within all security operations
• Conduct regular audits and inspections of security systems, procedures, and processes to ensure compliance with both internal and external regulatory requirements
• Lead investigations into any quality-related issues or security breaches, identify root causes, and recommend corrective and preventive measures
• Supervise and mentor security staff, providing training on quality standards, operational procedures, and best practices to ensure high-quality service delivery
• Maintain accurate records and prepare detailed reports on quality performance, audit findings, and improvement initiatives
• Ensure all documentation is updated and compliant with organisational requirements
• Liaise with internal management, external auditors, and regulatory bodies to communicate quality performance and address any concerns or compliance issues
• Identify areas for process improvement, lead quality improvement projects, and collaborate with other departments to enhance overall operational effectiveness and service quality
• Supporting the adoption of statistical methods and quality tools to effectively monitor and control quality
• Steering organisations through the introduction and implementation of quality systems and certification processes
• Directed and supervised 5 employees involved in product inspection and quality control procedures.

• System Maintenance & Troubleshooting
• Involved in Paper to Digital document conversion with the use of EDMS
• Computer system assembly and hardware repairs
• Maintaining computer networks including mainframes, VPNs, routers and other physical hardware
• Installing and configuring network equipment
• Creating firewalls and updating virus protection software and data security systems to keep data and communications protected
• Monitored computer systems to improve network performance for all systems
• Troubleshooting, resolving, and communicating networking issues to other employees and management
• Sorted and organized files, spreadsheets, and reports.