Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the “Mobile App of the Year | Shopping and E-commerce” in Kenya. We have had a tremendous impact on our buyers and sellers, positively contributing to their growth.
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 with 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.
Conduct 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 center
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 for 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!