StarTimes Media
Job Title: Quality Monitor
Department: Call Center
Reports To: Call Center Supervisor
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.