Junior Quality Assurance Officer at Jiji Kenya

RESPONSIBILITIES

The following are duties you will 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 centre 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 centre efficiency through constant improvement of agent’s behaviours, 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

• 1-2 years experience as a Junior QA in a busy call centre
• Bachelor’s degree in Communication or Business-related field
• Proficiency in Excel, G-suite, emailing and powerpoint presentation
• Excellent data collection and analysis skills
• Excellent interpersonal skills
• Ability to understand Luganda will be an added advantage