Department: Customer Experience
Location: Nairobi
Position Reporting to: Quality Analyst Supervisor
Responsibilities
- The quality assurance analyst is responsible for:
- Evaluating, monitoring and developing overall CSR performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service.
- The QA analyst will implement quality assurance objectives and processes, monitor and evaluate testing results against the predetermined objectives, and apply recommended actions for improvements.
Key Roles:
- Ensure staff adheres to set out service line processes and procedures as per client expectations.
- Listen and evaluate a pre-determined number of calls, social media interactions and emails per CSR in a week for all CSRs assigned to ensure that quality standards are met.
- Evaluate the shops CSR by making call outs to customers who have visited the shops within the week.
- Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs.
- Analyse QA performance trends and conduct pre-determined daily coaching sessions of 15mins each with CSRs while providing effective developmental feedback.
- Schedule weekly performance meeting with Team leaders and:
o Evaluate a pre-determined minimum number of live call evaluations to help drive correct call handling procedures.
o Provide QA feedback and actions to drive CSR behaviour and Quality improvement. - Provide QA feedback on previous day performance in pre-shift meeting.
- Compile weekly testing process on Call flow, products and objection handling and complaints handling based on QA results generated.
- Assist Team leaders with floor coverage to provide CSRs with support on customer queries and handling escalated calls.
- Provide support to new CSRs during the nesting period by scheduling coaching sessions.
- Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
- Provide feedback to the QA Supervisor on areas that will improve quality, productivity and procedures.
- Plan and participate in the refresher trainings of the same.
- Participate in other duties and activities as requested.
Key Performance Indicators:
- Help Achieve Support Center SLA’s
- Prerequisite: Score an average of 10 calls per agent across the team for the Month.
- First Call Resolution: Empower the team with proper coaching and training, target 90% FCR
- QA Compliance: Achieve 90% QA deliverables on Fiber teams
Qualifications
- A Bachelor’s degree in in any of these fields: Telecommunications, Computer Technology, Computer Science, Information Technology.
- Fluent in the English and Kiswahili Language (neutral and clear accent)
- Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
- At least 2 years of Customer Service experience, with at least 2 years in leadership a position Comprehensive knowledge of service line
Key Performance Indicators
- Good understanding of Performance Management Program
- Extremely detail oriented
- Motivated, goal oriented, persistent and a skilled negotiator
- High level of initiative and work well in a team environment
- Excellent written and oral communication skills
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- General management, organizational and time management skills required.
- Committed to quality, customer service, equal opportunities and diversity, best practice and best value.
Other Vital Qualities
- Attention to detail, good numerical skills and exceptional listening skills.
- Excellent Coaching Skills
- Ability to maintain confidentiality of information
- Excellent interpersonal and communication skills
- Excellent organizational skills
- Ability to work in a strict deadline driven environment
- Maintains healthy team dynamics through well-developed conflict management skills
The post Wananchi Group (K) Ltd Job Vacancy : Quality Assurance Analyst appeared first on Jobs in Kenya - https://jobwebkenya.com/.
The post Wananchi Group (K) Ltd Job Vacancy : Quality Assurance Analyst is republished from Jobs – Jobs in Kenya – https://jobwebkenya.com/
