Service Quality Analyst Supervisor at Kenya Revenue Authority (KRA)

Job Purpose

To ensure the quality and control activities of the customer service touch points within the Authority are effected.

Key Performance Areas for Service Quality Analyst Supervisor Jobs

• Conduct continuous systematic service quality audits that assess the effectiveness of people, processes and systems with a view of identifying opportunities for improvement.
• Ensuring that all action plans provided by the audited department are implemented and closed within the stipulated timelines.
• Identifying process problems quickly and systematically and reporting the same to the business with an aim of resolving the same
• Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments
• Preparing Quality standards for the institution for key tasks through following and researching on the generally accepted international service quality standards and continuously updating the existing documentation
• Work in liaison with other departments so as to identify improvement areas that will strengthen and simplify existing procedures including redundancies and duplications.
• Identifying the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.
• Preparation of management reports for business owners based on data collected
• Track trends and make recommendations for refresher and/or up- training.
• Constantly review the Characteristics that are Critical to Quality from a Customer perspective to ensure they are incorporated in the Quality Checks and audits.

Service Quality Analyst Supervisor Jobs Minimum Academic Requirement

• A Degree in Marketing, Business or any other related field.
• Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
• Minimum of 3 years’ experience in a high volume Customer Service environment
• Quality Assurance Certification an added advantage