Call Centre Quality Assurance Supervisor at Old Mutual Kenya

Job Description

The QA Supervisor is tasked with coming up with overseeing and driving Quality Assurance Framework in the Contact Centre.

• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the Call Center agents regarding strengths and weaknesses.
• Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels, provide clear insight into performance drivers and the levers which impact performance.
• Maintain proper documentation of call performance and associated corrective measures as applicable.
• Perform mystery calls to ensure accurate and consistent information delivery to the customers.
• Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
• Lead in designing effective training programs and collaborate with trainers and QA team to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Workforce Management.  Ensure adequate staffing for shifts, leave scheduling and tasks allocation.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Any other tasks/duty as may be assigned by the Line manager.

Education

Bachelors Degree (B)