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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