Quality Assurance Officer
Brief
Description
Reporting to the Quality Assurance
& Training Manager, the ideal candidate will be responsible for ensuring
that customer interactions are aligned with business goals, identify common
customer issues, improve customer experience, and help standardize
communication processes with customers while measuring and evaluating the
performance of the Customer Excellence Agents and the Team Leaders who come in
direct contact with the company’s customers. He/she will also ensure the
implementation of the CEC Quality Assurance programme and that the CEC agents
are adhering to the set standards, procedures and policies of Kenya Airways
while offering the highest level of service.
Detailed
Description
Use Quality monitoring data management
systems in place to compile and track performance at team and individual
levels.
Perform continuous audits on both
inbound and outbound calls, social media, chat, and email responses.
Up skill current and new hires by
conducting orientation sessions and arranging on-the-job training.
Enhance current and new agents’
product knowledge, reservations systems, omni channels, KPIs and expected
service level standards by performing
refresher trainings on KQ products or
services.
Mentor, Coach and train any
inconsistent performers on their areas of weaknesses to achieve company and
career goals.
Act as the go-to within the business
for anyone with questions or queries regarding training and development plans
at the CEC.
Give timely performance feedback
impacting on service level quality to CEC Agents and address areas of
improvement with CEC Team leaders.
Identify product and service quality
gaps and provide guidance on how to address them in a timely manner to ensure
efficiency and alignment with best practices.
•Ensure training files are updated and
records of training assessments and participant attendance are up to date.
Participate in the review of Customer
Excellence Centre policies and procedures as well as improvements in the
service level standards and drive awareness and adherence by all customer
excellence Centre staff.
Generate reports for management
attention on Quality KPIs.
Review and compile documentation
before and after internal audits and implement corrective action plans.
Job Requirements
Diploma in IATA Travel and Tourism.
Minimum C (plain) in KCSE
Bachelor’s degree is an added
advantage
Minimum of 7 years’ experience in the
airline industry 3 of which must be in Training or Sales &Ticketing.
Minimum of 2 years’ work experience in
a Trainer role.
Certification in Airline reservation
systems and management skills training.
Certification in Instructional
techniques / design and Quality management systems.
Excellent demonstrable knowledge of
customer excellence Centre SOPs.
A team player with strong
interpersonal skills and a positive attitude.
Excellent communication, problem
solving and interpersonal skills as well as excellent report writing skills.
Must be a person of unquestionable
integrity.
Additional
Details
Teamwork / team player.
Results oriented.
Customer focused.
Attention to detail.
Planning and Organizational skill
How to Apply
