Job Title: Call Center QA
Hiring Organization: Jiji
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Online
Marketplace
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/14/2024
We’re looking for a QA Officer to boost our revenue growth and profitability
Responsibilities
- The
following are the duties you’ll be responsible for:
- Call
monitoring to ensure agents are interacting with customers in accordance
to company guidelines while solving the client’s needs
- Agent
engagement through conducting training, coaching and mentorship programs
so agents fully understand the QA metrics.
- Assist
in the preparation of QA documents and distribution to call center agents.
- Conducting
call audits to determine areas of improvement and monitoring agents
performance as per the QA metrics.
- Plan
and schedule QA training,one on one coaching and calibration sessions.
- Assess
agents monthly performance by working closely under the supervision of the
QA manager.
- Improving
overall call center efficiency through constant improvement of agent’s
behaviors, sales performance and customer experience through training.
- Compliance
monitoring ranging from agents’ communication skills, following scripts,
problem-solving ability, sales skills and ensuring customer retention.
- Attend
and actively participate in QA meetings.
- Provide
weekly reports to the QA Manager on calls audits and recommendations on
areas of improvement.
Requirements
- We
believe that you’ll succeed better if you possess the following:
- 6
months and above experience as a QA in a busy call centtre
- Proficiency
in Excel, G-suite, emailing and powerpoint presentation
- Excellent
data collection and analysis skills
- Excellent
interpersonal skills
- Degree
or diploma in any field
Benefits
- We
generally offer a vibrant culture, great work ambiance, and a
super-intelligent workforce in a fun working environment to harness the
power of innovation. We care a lot about our employees. It’s important
that to work efficiently, you need to stay in favorable working
conditions.
- That’s
why we offer you the following benefits:
- Performance
based bonuses – on top of your basic salary, the position attracts other
performance based bonuses monthly
- Flexible
work arrangements – there are options of remote work during the week
- Professional
development opportunities – this position has the opening of growing into
a more permanent position
- Employee
recognition programs – through awards, public recognition, sponsored
personal trips etc
- Work
perks – daily tea, monday breakfast snacks, monthly parties, branded
merchandise
How To
Apply
Please
send your CV and Portfolio to hr@jiji.co.ke using the
job title as the subject of your email. We look forward to speaking with you
more about this opportunity!