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Call Center Quality Monitor Job in Kenya

Job Title: Quality Monitor

 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 Sales force administrators on the delivery of the surveys and evaluating customer feedback received from the surveys.
  • Prepares and analyzes quality reports for Management review.
  • Carrying out root analysis of various performance from the evaluation tool
  • Participates in call calibration sessions and giving report on the same for continuous improvement
  • Participates in the design of quality monitoring forms and quality standards.
  • Performs mystery shopping and knowledge checks
Skills and Competencies:

(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.
How to APply

Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to

Only shortlisted candidates will be contacted.

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