Mission Statement for the Role:
To drive a kaizen culture by
providing ongoing support from a quality improvement perspective.
Overall Responsibility:
- Implement/develop relevant service levels
quality assessment guidelines.
- Support in training new and existing
agents on product knowledge plus expected service level standards &
performing refresher trainings on a need basis.
- Provide periodic quality driven
reports based on customer experience feedback and quality metrics
highlighting performance gaps in relation to processes, products, service
delivery etc. and recommend ways of improvement.
Key SMART Results for A-Player Success
- Be proactive with customer success by
driving regular audits as per the SLA expectations – By the end of Q2
2024
- Ensure customer support is a high
performing team by conducting and highlighting training needs analysis
(TNAs) and support in refresher training on a need basis – By the end
of Q2 2024
- Develop our representatives into the best
customer service team in the industry by tracking their performance and
identifying gaps – By the end of Q2 2024
- Increase process optimization by
suggesting workflow automation/ process improvements – By the end of
Q2 2024
- Deliver a world-class customer support
experience by improving the available evaluation matrices – By the
end of each quarter
- Improve the quality of our customer
service by facilitating periodic evaluation tests – By the end of
each quarter
Level of Management Experience Required (Mandatory
& Nice to Have)
Experience in developing and
implementing call center QA programs
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- A bachelor’s degree in Communications,
Social Sciences, Public Relations or any other relevant field – H
- At least 3 years working in a call center
as a quality analyst – H
- Excellent listening and analytical skills
– H
- Ability to demonstrate critical thinking
– H
- Ability to multitask and work under
pressure – H
- Have strong organizational, attention to
detail and time management skills – H
- Have an independent mind with an
assertive and creative nature – H
- Be a team player with strong
interpersonal skills and a positive attitude – H
- Proficient in Word, Excel and PowerPoint
for presentations and reports required – H
- Strong written and oral communication
skills. Excellent grammar, spelling, and sentence construction – H
- A strong passion for co-curricular
activities #tujienjoy kazini – M
- Knowledge on internet service
provision- M
- Experience developing and implementing QA
programs is highly preferred- M
- Flexibility to adapt to changes in a
growing organization- M
Mandatory Criteria if Any with no exceptions to hire
- Must have experience working in a call
center as a quality analyst
- Must have led and managed at least a team
of 5 agents
- Must have exceptional customer service,
communication and analytical skills
How To Apply