Quality Assurance Analyst at Wananchi Group

Position Reporting to: Quality Analyst Supervisor

Responsibilities

• The quality assurance analyst is responsible for:
• Evaluating, monitoring and developing overall CSR performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service.
• The QA analyst will implement quality assurance objectives and processes, monitor and evaluate testing results against the predetermined objectives, and apply recommended actions for improvements.

Key Roles:

• Ensure staff adheres to set out service line processes and procedures as per client expectations.
• Listen and evaluate a pre-determined number of calls, social media interactions and emails per CSR in a week for all CSRs assigned to ensure that quality standards are met.
• Evaluate the shops CSR by making call outs to customers who have visited the shops within the week.
• Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs.
• Analyse QA performance trends and conduct pre-determined daily coaching sessions of 15mins each with CSRs while providing effective developmental feedback.
  • Schedule weekly performance meeting with Team leaders and:
  • Evaluate a pre-determined minimum number of live call evaluations to help drive correct call handling procedures.
  • Provide QA feedback and actions to drive CSR behaviour and Quality improvement.
• Provide QA feedback on previous day performance in pre-shift meeting.
• Compile weekly testing process on Call flow, products and objection handling and complaints handling based on QA results generated.
• Assist Team leaders with floor coverage to provide CSRs with support on customer queries and handling escalated calls.
• Provide support to new CSRs during the nesting period by scheduling coaching sessions.
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
• Provide feedback to the QA Supervisor on areas that will improve quality, productivity and procedures.
• Plan and participate in the refresher trainings of the same.
• Participate in other duties and activities as requested.

Key Performance Indicators:

• Help Achieve Support Center SLA’s
• Prerequisite: Score an average of 10 calls per agent across the team for the Month.
• First Call Resolution: Empower the team with proper coaching and training, target 90% FCR
• QA Compliance: Achieve 90% QA deliverables on Fiber teams

Qualifications

• A Bachelor’s degree in in any of these fields: Telecommunications, Computer Technology, Computer Science, Information Technology.
• Fluent in the English and Kiswahili Language (neutral and clear accent)
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
• At least 2 years of Customer Service experience, with at least 2 years in leadership a position Comprehensive knowledge of service line

Key Performance Indicators

• Good understanding of Performance Management Program
• Extremely detail oriented
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• General management, organizational and time management skills required.
• Committed to quality, customer service, equal opportunities and diversity, best practice and best value.

Other Vital Qualities

• Attention to detail, good numerical skills and exceptional listening skills.
• Excellent Coaching Skills
• Ability to maintain confidentiality of information
• Excellent interpersonal and communication skills
• Excellent organizational skills
• Ability to work in a strict deadline driven environment
• Maintains healthy team dynamics through well-developed conflict management skills