Prince Nwafor

Connections 3

Training and Quality Manager at iSON Xperiences

since June, 2009

pr***or@gmail.com

About

Seasoned Customer Experience professional, Certified Facilitator, Training and Quality Manager with over 12 years’ experience in the customer service domain covering Nigeria, Ghana Zambia, Liberia and South Sudan

Skills

Agriculture
Banking
Customer service
Education
Marketing
Recruiting
Sales
Teaching
HR
QA
English
9

Experience

Prince Nwafor

Work experience

Training and Quality Manager at iSON Xperiences

June, 2009 -
Fulltime

 Customizing customer experience strategies with marketing market and client
needs
 Quality Management Head ISON Xperiences Nigeria team (Lagos, Ibadan and
Ilorin)
 Handling Inbound, Outbound and Back-Office operations for MTN, Lumos,
D-light Solar and Vezeeta
 Responsible for the recruitment, management, and development of the quality
team
 Responsible for the overall leadership of the Quality Assurance framework as
well as the customer and operational excellence practices at an organizational
level
 Define quality procedures in conjunction with the Operations Team
 Regularly analyze quality data and suggest actions based on collected data
 Analyze performance reports/data and customer satisfaction score trends.
 Work with Management to drive Continuous Improvement across all Lines Of
Business
 Conducting monthly reviews on the Quality Department’s activities with
internal and external stakeholders.
 Implementation and monitoring of Center's QMS and ISMS objectives and
processes
 Handling of the Center's Internal Audit Team (QMS & ISMS)
 Implementation of actions geared towards maintaining market leadership for
client processes in CSAT & NPS
 Provide third level coaching & feedback to agents based on escalations from
the Quality Department and the client’s Quality Team.
 Ensure a smooth flow of information between the clients’ Quality Teams,
Internal Quality Team, Skill Development Team and the Operations Team.
 Implementation and monitoring of projects to ensure constant improvement of
agents in the different client processes through Training Needs Identification &
Analysis
 Operational delivery support for the Outbound campaigns
 Ensure defined parameters are achieved according to agreement with client. e.g.
SL%, sales target, AHT & others
 Call Centre workforce for performance improvement.
 Champion change strategies and help others embrace and react positively to
change.
 Lead international Call Centre initiatives to drive clients’ goals.
 Monitor trends based on calls, issues, queries, and make recommendations on
how to improve the quality of services to customers as well as reducing repeat
contacts.
 Manage customer perceptions and build strong business relationships with
client
 Customer needs Identification and taking proactive steps to maintain a positive
experience.
 Drive customer retention and increase customer satisfaction
 Determine work procedures, oversee work schedules, and expedite workflow.
 Standardize procedures to improve efficiency of staff
 Call Centre CSR’s and supervisor’s appraisal tool (KPIs) to reflect current job
roles
 Talent management in the Call Centre - to ensure career paths are in place for
all Call Centre personnel
 Maintain continuous lines of communication, keeping relevant key stakeholders
informed of all critical issues