BPO Quality Analyst -Entry Level at Dial Afrika

Job Responsibilities

• Preparation of both Daily and weekly reports on both call performance by agents, performance and code of conduct.
• Ensuring of office decorum on daily basis, this involves moving around on hourly basis to track on what agents and the rest of team Leaders are doing to ensure conducive working environment.
• Auditing of calls in each group with good performance & those with poor/low performance recorded on daily basis.
• Conducting of both general and one-on -one training to agents with poor negotiation skills ,call handling technics and emotional intelligence.
• Training of new onboarding agents on matters related to quality department and ensuring all agents are registered on Biometrics
• Sharing reports of agents with the team leader in-charge in each category once call auditing and assessment on performance is done.
• Assessment and monitoring of agents placed on PIP to evaluate and determine their shortcomings ,offer training on the same and share the findings with their team leaders
• Working with the Team leaders in each category to find solution on how to improve on performance.
• Sharing report with the HR Department related with the working environment to ensure staffs are working under conducive environment.
• Preparation of monthly attendance report of Q.A Department and share with the HR Department.

Skill & Experience

• Experience Working in a BPO before preferably as Team Lead/Supervisor/QA
• Previous Leadership Experience

Advantages / Must Have

• Good Excel Skills
• Good people management skills
• Solid Reporting skills
• Good client Relation skills