Quality Analyst Jobs in Kenya 2013
KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Quality Analyst
Location: Nairobi, Kenya
Openings: 5
Description
The Quality Analyst (QA) will be a member of the Quality Assurance team responsible for monitoring,
measuring and improving performance
standards. KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Quality Analyst
Location: Nairobi, Kenya
Openings: 5
Description
The Quality Analyst (QA) will be a member of the Quality Assurance team responsible for monitoring,
The Quality Analyst role will be multi-faceted and will include call monitoring, call calibration, call process review, remediation coaching and management level reporting.
The Quality Analyst will project a professional image and be a model of excellence for the team.
Primary duties & responsibilities:
Works in conjunction with Quality Assurance Manager and Management team to ensure success of the customer service unit
Following training, becomes a subject matter expert in client’s benefit programs and processes, as well as with the service center’s identified internal operating processes
Collaborates with Quality Assurance Manager to identify and recommend efficiencies and process improvements and participates in process improvement initiatives
Understands call quality scorecard and score guidelines and utilizes to properly evaluate individual calls and transactions
Assists with call monitoring and evaluation by listening to recorded calls as well as executing simultaneous side by side call review with team members
Documents each call monitoring session in detail
Compiles, prepares and analyzes quality reports and performance trends on an identified established basis and makes recommendations for process. Identifies key recurring issues
Performs periodic consultation sessions with individuals and small groups to assist with individual performance reporting and coaching
Participates in external and internal calibration and observation sessions to ensure consistency in the evaluation process
Provides phone support as needed to ensure the success and achievement of required departmental call metrics
Responsible for accuracy in all documentation
Creates, implements and updates required quality statistical reports
Assists in the administration of the QA Rewards & Recognition Program
Manages assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
Works with a high level of Integrity and maintains confidentiality
Operates with intense dedication to the success of our external and internal clients
Performs all other job duties/tasks as assigned
Personal Attributes
A natural multi-tasker
Calmness
Leadership qualities
Energetic
Natural organizer and planner
Educational and/or Other Requirements/Qualifications
Minimum 2 years Call Center experience A MUST
Post-secondary education or equivalent experience
Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
Quality call monitoring experience preferred
Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire agents to higher levels of performance
Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents
Must be able to work well in a team environment
Bilingual a plus
Career applications are accepted daily online on www.kencall.com
KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.
Only completed applications including an attached CV/Resume will be considered
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