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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance and Training within Telesales and Contact Centre Operations, with a strong focus on call quality monitoring, performance analysis, and data-informed decision-making. Proficient in developing training materials and delivering coaching to enhance agent performance.
Highest-signal resume keywords
Quality AssuranceCall Quality MonitoringPerformance AnalysisTraining DevelopmentCRM Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality EvaluationsSales Process AdherenceCustomer Communication StandardsData AnalysisCoachingFeedback DeliveryCall Guide DevelopmentTraining Report PreparationPerformance Gap IdentificationOnboarding Training
Soft Skills
CommunicationCollaborationProblem-SolvingAdaptabilityCoaching Skills
Tools & Technologies
CRM Systems
Industry Keywords
TelesalesContact Centre OperationsCompliance RequirementsCustomer InteractionsHybrid Work Arrangement
About the role
Key responsibilities & impact- Conduct quality evaluations of telesales inbound, outbound, and non-voice interactions
- Assess adherence to sales processes, compliance requirements, and customer communication standards
- Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps
- Prepare quality and training reports for the QA & Training Lead
- Support the design and delivery of onboarding and refresher training
- Develop call guides and learning materials to address identified skill gaps
- Deliver structured coaching and feedback to agents based on QA findings
- Support the QA & Training Lead in monitoring resulting action plans
- Perform other tasks assigned by the hiring manager
Requirements
What you’ll need- A Bachelor's degree in business administration, marketing, communications, or a related field
- 2 years of experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations
- Proven experience in call quality monitoring and performance analysis
- Proficiency in CRM systems
- Data-informed decision-making skills
- Ability to work from M-KOPA offices in Nigeria in a hybrid arrangement
- Willingness to undergo pre-employment background checks, including criminal records, identification verification, academic qualifications, employment dates, and employer references
Benefits
Comp & perks- Diverse development programs
- Coaching partnerships
- On-the-job training
- Family-friendly policies
- Well-being support
- Flexible working arrangements
- Equal opportunity and affirmative action employer
- Pre-employment background checks