Career Directions Limited Quality Analyst Jobs in Kenya

Career Directions Limited Quality Analyst Jobs in Kenya



Key Performance Objectives

Operations Delivery
  • Monitor and evaluate interactions at all touchpoints daily.
  • Provide feedback to representatives with regards to their quality performance.
  • Real time monitoring and provide trending reports hourly and feedback to agents and supervisors daily on issues noted for the day.
  • Ensure interactions evaluations show the true reflection of call/ interaction quality and sales propositions.
  • Conduct trend analysis while sharing recommendations.
  • Handle escalated queries while providing detailed synopsis of the findings.
  • Manage and monitor QA system- Ensure uptime of the systems at all times.
  • Identify and contribute to quality initiatives –Ops delivery
  • Evaluate and recommend processes and procedures to improve on CSAT (Customer Satisfaction).
  • Participate in CX and care projects as and when need be.
  • Ensure that the FAQs are properly cascaded to the teams to ensure compliance of the information.

    Manage Feedback Sessions
  • Identify and escalate training needs.
  • Report Deviances from Standard Operating Procedures to the relevant supervisors and managers.
  • Coach Customer Service Representatives.
  • Conduct coaching supervision to the partners Quality files.
  • Manage conflict related to QA Audits between the supervisors and the CSRS.
  • Prepare quality reports on a daily, weekly and Monthly basis while clearly showing the areas of opportunity,
    and strength.
  • Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners.

    Evaluation and Reporting
  • Completed feedback sheets.
  • Developed and Maintained evaluation criteria
  • Prepare quality reports on a daily, weekly and Monthly basis while clearly showing the areas of opportunity, and strength.

    Requirements
    The incumbent is required to have the following qualifications and experience level:
  • Bachelor’s Degree
  • Minimum of 3 years’ experience in a call center service Industry.
  • Customer Service Management.
  • Experience at technology-oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage.
  • Customer Service Management.
  • Strong leadership and team building skills.
  • Excellent interpersonal, verbal, and written communication skills.

    How to Apply

    For more information and job application details, see; Career Directions Limited Quality Analyst Jobs in Kenya

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