Call Center QA - Releiver at Jiji Kenya

We’re looking for a QA Officer to boost our revenue growth and profitability

RESPONSIBILITIES 

The following are the duties you’ll be responsible for: 

• Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
• Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
• Assist in the preparation of QA documents and distribution to call center agents.
• Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
• Plan and schedule QA training,one on one coaching and calibration sessions.
• Assess agents monthly performance by working closely under the supervision of the QA manager.
• Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
• Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
• Attend and actively participate in QA meetings.
• Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.

REQUIREMENTS 

We believe that you’ll succeed better if you possess the following: 

• 6 months and above experience as a QA in a busy call center
• Proficiency in Excel, G-suite, emailing and powerpoint presentation
• Excellent data collection and analysis skills
• Excellent interpersonal skills
• Degree or diploma in any field

BENEFITS 

We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s important that to work efficiently, you need to stay in favorable working conditions. 

That’s why we offer you the following benefits: 

• Performance based bonuses – on top of your basic salary, the position attracts other performance based bonuses monthly
• Flexible work arrangements - there are options of remote work during the week
• Professional development opportunities - this position has the opening of growing into a more permanent position
• Employee recognition programs - through awards, public recognition, sponsored personal trips etc
• Work perks - daily tea, monday breakfast snacks, monthly parties, branded merchandise