Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Dec 30, 2020
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Want to get a job fast? Signup and complete your profile on MyJobMag. Employers will find you 4x faster with a complete profile. You can download your completed profile anytime
    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent
    Read more about this company

     

    Call Centre Quality Analyst (Nairobi)

    About the role

    The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email responses to assess the team member’ss demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.

    Key Responsibilities

    • Quality calibration with team members and other support staff and team leads in order to improve call quality.
    • Participate in the design of call monitoring formats and quality standards; 
    • Call monitoring and provide trend analysis data & feedback to call center team leaders and managers;
    • Use quality monitoring data management system to compile and track performance at team and individual level; 
    • Monitor customer care social media and email responses to customers and ways of improving the responses
    • Participate in customer and client listening programs to identify customer needs and expectations; 
    • Be proactive and answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance;
    • Maintain a positive, empathetic, and professional attitude toward customers at all times;
    • Deliver weekly/monthly coaching feedback to agents- One on one sessions;
    • Conduct and evaluate customer feedback surveys;
    • Prepare and analyze internal and external quality reports for management staff review; and 
    • Improve the current SunCultures Net Promoters Score by ensuring a high customer satisfaction rate

    Does This Sound Like You?

    • Degree in Communication, Public relation, Customer Relations or any relevant field
    •  At least 3 years experience in working in a call center as a quality analyst providing customer support to teams;
    • Knowledge of call center terminology, applications, and metrics
    • Excellent verbal, written, and interpersonal communication skills;  
    • Outstanding customer service skills and dedication to providing exceptional customer care;  
    • Hands-on, detail-oriented, and a self-starter with strong execution skills with a roll-up sleeves mentality;
    • Bilingual with excellent technical, interpersonal, and analytical skills.
    • Excellent communication skills able to deal with people at all levels inside and outside SunCulture;
    • Ability to multitask and successfully operate in a fast-paced, team environment;  
    • Must adapt well to change and successfully set and adjust priorities as needed;  
    • Must be proficient with CRM tools and analytics with excellent Microsoft office (intermediate Word, basic Excel)

    Method of Application

    Interested and qualified? Go to SunCulture Kenya Ltd on sunculture.freshteam.com to apply

    Learn how to get a job in any industry you want. Read 72 Hours to The Job You Love

  • Send your application

Back To Home

Career Advice

View All Career Advice

Subscribe to Job Alert

 

Join our happy subscribers

This website uses cookies to improve your experience. By using this site you agree to the storing of cookies on your device to enhance navigation, analyze site usage, and assist in our marketing efforts. To learn more, see our Cookie Policy. Accept and Close
 
 
 
Send your application through

Yahoomail Gmail Hotmail