Job Title: Quality
Control Assistant
Industry: Pay
TV
Location: Nairobi
Roles and Responsibilities
·
Receiving, sorting and grouping of
faulty devices returned
·
Physical Testing of devices and
enumerating the list of faults found on CRM
·
Scheduling the devices for repairs,
using their respective order numbers
·
Performs regular stock counts and
keeping up-to-date record of all devices
·
Conducting quality inspections after
repairs by physical testing each gadget and updating observations and findings
in SAP
·
Producing Q.C reports on:
i. Monthly P.O reconciliation for decoder repaired
ii. Escalating all service serials at all branches and agents across the country
iii. Generating monthly reports for scrapped materials
iv. Generate annual warranty information for all materials at end of the financial year
i. Monthly P.O reconciliation for decoder repaired
ii. Escalating all service serials at all branches and agents across the country
iii. Generating monthly reports for scrapped materials
iv. Generate annual warranty information for all materials at end of the financial year
·
Ensuring that all worn out devices
and parts are marked as scrap and sent to disposal after approval
·
Supporting other departments such as
Customer service
·
Perform a physical count every month
for the materials that are at the Service Stock plants
Skills and Qualifications
·
Degree in IT/ Computer Science/
Electronics/ Quality
·
1-2 years of related experience in
quality control
·
Attention to detail and a passion for
excellence
·
Ability to move with speed
·
Strong organization and planning
skills
How to Apply
If you are up to the challenge,
possess the necessary qualifications and experience; please send your CV only
quoting the job title on the email subject (Quality Control Assistant) to
recruiterkenya@gmail.com before 26th August 2019.
Job Title: Business
Support Analyst
Industry: Pay
TV
Location: Nairobi
Reporting: Business
Desk Supervisor
Job Summary: The
primary responsibility of the Business Desk Support Analyst is to provide
second level support to customer queries received from all touch points and act
as a link between internal departments and corporate in regards to escalations.
Roles and Responsibilities
·
Using MAL’s internal CRM system,
manage technical and Service Support escalations from all service touch points
(Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team,
Service Desk etc.)
·
Activate or deactivate customers’
satellite services upon request.
·
Prioritizing and handling escalations
as received from different customer touch points
·
Carrying out daily system health
checks and sharing a report on the same.
·
Carry out hardware, channel and
system testing for new implementations and technologies. A report on findings
to be generated and shared with all stakeholders at the end of the test period.
·
Maintain financial accounts by
processing customer adjustments and providing billing information.
·
First Response Time: -Achieve a first
response time of 4 hours for cases escalated to business desk and emails, and
30 minutes for urgent escalations sent by email to business desk support
mailing list.
·
Service Level Agreement: -Maintaining
a business desk SLA of 99% with at least 90% of the cases handled within 4
hours in order to avoid repeat calls and enhance customer experience
·
Case Resolution Rate: -measures
productivity of each back-office team member. It is a comparative measure based
on the number of cases/emails handled per day/ hour in relation to the average
for the day to measure individual effectiveness.
·
Escalation Management-measures This
KPI measures how escalations are handled. Escalations to third level must be
followed up for a ref number and indicated on the tracker and status updated
accordingly. Cases on individual queues should not stay for more than 72 hours
old, unless advised by reporting manager.
·
Case Quality Tagging: -measures the
quality of cases escalated to business desk from all touch points and also the
quality of the resolution/feedback given from business desk. Cases that lack
critical information will be tagged as invalid with reason for tagging given by
the person who handled the case. Resolution to be guided by Business Rules, to
reduce risk to the organization.
·
Attendance and Punctuality: -measures
the team’s attendance against scheduled shifts. The target is to achieve less
than 5% absence of the total working days with 95% punctuality. Conducting
quality inspections after repairs by physical testing each gadget and updating
observations and findings in SAP
Skills and Qualifications
·
Degree in social sciences and/or a
business-related field
·
2-3 years of experience in a call
center or frontline service experience
·
Good oral communication skills
·
Strong problem-solving skills and a
critical thinker
·
Attention to detail and a passion for
excellence
·
Ability to move with speed and follow
through the workflow procedures
How to Apply
If you are up to the challenge, possess the necessary
qualifications and experience; please send your CV only quoting the job title
on the email subject (Business Support Analyst) to recruiterkenya@gmail.com
before 26th August 2019.
