Ref: JQA/006/07/2024
The Call Center Quality Analyst is responsible for
assessing the quality of performance of the call center teams dealing with our
existing and potential customers. The Junior QA will monitor the inbound and
outbound call and email responses to assess the team member’s demeanor,
technical knowledge on products and processes, customer service performance,
and conformity to company policies and procedures. This individual will assist
in developing and implementing call center quality processes and procedures; as
well as making recommendations on training to be done in order to improve the
overall Calltronix customer experience.
Key Responsibilities
Call analysis – Monitoring inbound interactions to
ensure agents provide top notch customer service guided by set quality metrics.
Compile and prepare daily, weekly & monthly
reports in a timely manner and accordance with approved reporting standards.
Tracking agents’ performance, systems, and tools
Ensure CSEs perform according to the objective of the
company.
Work on a continuous process of evaluating and identifying key behavior and defect that drive or reduce sales, customer satisfaction to close loop on the misses.
Assessing agents’ quality performance
Recommend, implement and monitor corrective actions
to ensure quality standards are achieved.
Desirable Skills & Qualifications:
Strong organizational skills
Ability to prioritize workload, meet deadlines, and
perform multiple tasks with attention to detail.
Ability to work independently with minimal
supervision.
Capability of problem-solving
Prior experience and knowledge in working with
Multichoice Kenya (DSTV & GOTV)
How To Apply
