Call Center Quality Analyst at Poa Internet

Overall Responsibility: 

• Collaborate with team leaders in providing support to the customer facing teams with an aim of ensuring they offer a positive, empathetic and professional attitude towards customers at all times
• Perform daily audits on both inbound/ outbound calls, social media and chat responses
• Implement/develop relevant service levels quality assessment guidelines
• Lead scheduled calibration sessions with the customer facing teams and offer timely performance feedback with an aim of progressional improvement
• Conduct regular side by side coaching sessions
• Constantly review the quality monitoring forms to maintain its relevance plus measure the Net Promoter Score overtime
• Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis
• Evaluate Call Centre Agents preparedness by administering periodic short tests and giving feedback on performance.
• Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.
• Identify call center process gaps/loopholes and escalate to the call center management
• Facilitate workflow modeling in order to collaborate on process improvement, automation capabilities and clearly define end to end use cases

Key SMART Results for A-Player Success

• Be proactive with customer success by driving regular audits as per the SLA expectations - End of Q2 2023
• Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis - End of Q2 2023
• Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - End of Q2 2023
• Increase process optimization by suggesting workflow automation/ process improvements - End of Q2 2023
• Deliver a world-class customer support experience by improving the available evaluation matrices - End of each quarter
• Improve the quality of our customer service by facilitating periodic evaluation tests - End of each quarter

Key Competencies (H, M, L)

• A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field - H
• At least 3 years working in a call center as a quality analyst - H
• Excellent listening and analytical skills - H
• Ability to demonstrate critical thinking - H
• Ability to multitask and work under pressure - H
• Have strong organizational, attention to detail and time management skills - H
• Have an independent mind with an assertive and creative nature - H
• Be a team player with strong interpersonal skills and a positive attitude - H
• Proficient in Word, Excel, and PowerPoint for presentations and reports required - H
• Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction - H
• A strong passion for co-curricular activities #tujienjoy kazini - M
• Knowledge on internet service provision- M
• Experience developing and implementing QA programs highly preferred- M
• Flexibility to adapt to changes in a growing organization- M

Mandatory Criteria if Any with no exceptions to hire

• Must have experience working in a call center as a quality analyst
• Must have led and managed at least a team of 5 agents
• Must have exceptional customer service, communication and analytical skills