Quality & Training Coordinator at Vitel Wireless Limited

Job Summary

Vitel Wireless Limited seeks a dedicated Quality & Training Coordinator to support customer support excellence. In this role, you will create and deliver training programs, monitor service quality, and coach agents to maintain high standards. You will assess performance, identify improvement areas, and help ensure a consistent, high-quality customer experience across all support channels.

Key Responsibilities

• Monitor quality across calls, emails, chats, and tickets for all tiers
• Develop training, onboarding, and certification programs
• Identify performance gaps and create improvement plans
• Maintain an updated knowledgebase and standard operating procedures (SOPs)
• Conduct compliance and quality audits
• Track QA metrics and report findings
• Assist with policy updates and process revisions

Required Qualifications & Experience

• Bachelor's degree in Business, Communications, Education, or related field
• 2–4 years of experience in customer support, quality assurance, or training
• Strong knowledge of customer service processes and quality standards
• Experience with QA tools, training platforms, and support systems
• Excellent analytical, coaching, and communication skills
• Ability to work under pressure and manage multiple priorities

What We Offer

• Competitive remuneration and benefits package
• Dynamic and innovative work environment
• Opportunities for professional growth and training
• Join Nigeria's leading MVNO shaping the future of connectivity