StarTimes Media
Job Title: Quality Monitor
Department: Call
Center
Reports To: Call Center Supervisor
Job Objective: The Call Center Quality Monitor is responsible for
monitoring and documenting Agent call quality in support of the departmental
quality goals and initiatives.
The Quality Monitor evaluates both
verbal and written customer contact by Agents. This team member participates in
the design of all quality monitoring formats and quality standards.
The Quality Monitor fairly and
consistently review the calls and emails of product Support Agents for accuracy
and coaches each Agent for success in executing superior service and quality to
the customers.
The Quality Monitor documents the
call quality results and provides feedback and trend data to the Product
Support Supervisors and Manager as required.
Duties and Responsibilities:
- Monitor Product Support Agents calls and
review emails for accuracy of information and call handling standards.
- Ensure that Product Support Agents are
delivering a high level of customer service.
- Verify that agents are providing accurate
solutions to customers.
- Record evaluations utilizing departmental
quality monitoring forms.
- Deliver coaching feedback to agents on call
and email performance.
- Provide Supervisors and the Manager with
regular performance feedback on the agents.
- Assist with quarterly CSAT program by working
with the Salesforce administrators on the delivery of the surveys and
evaluating customer feedback received from the surveys.
- Prepares and analyzes quality reports for
Management review.
- Participates in the design of quality
monitoring forms and quality standards.
Skills and Competencies:
(A) StarTimes personality:
(A) StarTimes personality:
- Integrity and diligence
(B) Professional capability:
- Having a high level of initiative and drive
- Having strong sense of responsibility and
commitment to one’s duties
- Able to follow given instructions
- Time management skills
(C) Work related capability:
- Prior supervisory or leadership experience
preferred.
- Proven ability to achieve and maintain
departmental quality standards.
- Professional demeanor, dependable, and able to
maintain confidential information.
- Strong written communication skills. Excellent
grammar, spelling, and sentence construction.
- Exceptional listening and analytical skills.
- Strong knowledge of customer care processes
and techniques.
- Must exhibit excellent leadership,
communication, and interpersonal skills.
- Must have familiarity with Internet software
and Windows operating systems.
- Demonstrated ability to rapidly gain product
knowledge and effectively communicate it to agents.
- Proficient in Word, Excel and PowerPoint for
presentations and reports required.
- Demonstrated ability to train and develop new
and existing support agents.
- Flexible, detailed, and able to successfully
adapt to change.
- Ability to work independently.
- Excellent attention to detail.
- Experience with RealPage products or with call
center quality assurance practices preferred
- Ability to work extended hours as needed
Education / Experience:
- Bachelor's degree or equivalent with
experience in related industry.
- Minimum 2 years of experience performing
Quality Assurance in a call center environment is preferred.
- Experience in developing and implementing QA
programs highly preferred.
Job Title: IT Maintenance Assistant
Department: IT
Reports To: IT Manager
Duties and Responsibilities
Department: IT
Reports To: IT Manager
Duties and Responsibilities
- Ready to work on night shift or early morning
shift even weekends
- Monitoring and maintenance of the StarTimes
Servers and network.
- In charge of Call Center computers (hardware
and software).
- Call Center Support
- Compiling everyday Call Center Reports
- Installation and setup of new computers within
the office and also in StarTimes outlet shops(in Nairobi and outside
Nairobi)
- Support the office network, printers and
computers
- StarTimes system support to all persons using
the system.
- Training to call center agents, shops agents
etc.
- Sending of SMS as applied for by all
departments.
- Monitoring and support of the network both VPN
links and internet link
- Updating of the website on a whenever asked to
do so.
- Inspection and monitoring of the Server room
as well as the VPNs all over the country.
- And any other work given by the
supervisor/management
Skills and Competencies:
- Master Cisco equipment knowledge and
configuration.
- Master Windows/Linux Common system
architecture, know how to install OS in Windows
- Understand MYSQL, Oracle or other common
database configuration and management, proficient in SQL language
- Understand the Linux/Unix operating system
- Can work carefully, meticulously and with
dedication, can work under high pressure and in a shift system
- Should be honest and of high integrity
- Good communications with others.
- Work positive, Think positive, willing to
learn more, willing to work under pressure.
Education / Experience:
- University Degree/College Diploma in
information technology or a related discipline is required
- Understand the DTT & DTH industry better
- Ages below 28
- Male candidates encouraged to apply
Note: Qualified candidates should send their application
letters and CV’s quoting relevant skills and experience to jobs@startimes.co.ke
Only shortlisted candidates will be contacted.
Only shortlisted candidates will be contacted.