New Job Opportunity at Webhelp

New Job Opportunity at Webhelp

Webhelp is expanding its community of game changers to Ghana. We invite you to join us in driving innovation in one of the most competitive BPO regions in the world and be part of our transformation efforts.

We would like to bring you on board as our Quality Analyst in Accra to make our expansion a success story and model for our future endeavours. You will use your critical thinking to improve customer satisfaction and delivery practices at Webhelp Ghana.

What the job feels like

In this role, you will be a driver of performance excellence working with our training team and team leaders. You bring strong experience to guide the CSA team by strengthening the quality assurance activities and ensuring focus Is placed on the right Individuals and areas of risk.

What you’ll experience at Webhelp

As a Quality Analyst in our team, you will:

• Firstly, Identify, codify, share, and implement continuously best practices in order to deliver excellent customer satisfaction and quality
• Secondly, Support with the implementation of new processes and procedures
• Thirdly, Work with the team leaders and trainers to identify areas for improvement, develop plans for change, and monitor progress toward goals
• Furthermore, Ensure the quality In the CSA team Is top notch – analyse contacts and communication on all channels by performing audits
• Additionally, Monitor and evaluate the quality and compliance with customer relations standards
• Then, Coach team leaders and trainers on new processes and give calibration sessions
• also, Perform deep dive analysis to Identify root cause of customer feedback
• Finally, Utilise data to track quality metrics and KPIs and build reports to share with the wider team

Whom we’d like to have on our team

We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to support and guide your team mates will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Demonstrate a strategic vision and strong experience in how to improve quality practices
• Are passionate about People, Service, and Performance
• Have a minimum of 2 years’ experience in a similar role (Trainer, Senior Team Lead, Project Manager)
• Pride yourself on your interpersonal skills as well as presentation and communication skills
• Exhibit emotional Intelligence, active listening and reliability
• Are action/results oriented and manage time efficiently
• Have sound business acumen and consumer mindset
• Demonstrate flexibility, initiative, and willingness to drive change
• Share our values of commitment, unity, integrity, recognition, and WOW

It would be a plus if you:

• Are comfortable working in a fast-paced and developing environment
• Have a bachelor’s or master’s degree, preferably in Project Management, Business or similar

Don’t meet every single requirement? At Webhelp, we are dedicated to creating a diverse, inclusive, and authentic workplace where everyone can learn and develop themselves professionally. If you feel you don’t check off every qualification in the job description, we encourage you to apply either way. We will do our best to match you with the right job, whether it’s this one or a future role.

What we offer you

• We’re growing in Accra and so will you! We’ll encourage you to invest time in our career development program and specialised courses to quickly climb the professional ladder.
• Interactive onboarding and training sessions with international colleagues from all over the world.
• Competitive salary in line with industry standards
• Then, A fast-paced environment with a global network of leaders, disruptors, and doers
• Also, Flat hierarchy in a start-up environment, we thrive on open communication and feedback.
• Brand new beautiful office space in the heart of Accra
• Lastly, Friendly and down to earth culture with fun team building activities

Who we are

Webhelp is a multinational BPO company, headquartered in Paris, with a global impact and footprint. This is an exciting time for us as we are currently expanding in Africa, with our first offices in Ghana opened in 2022.

We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

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