Call Center Quality and Process Analyst - Kenya National Hire at Church World Service

Essential Duties:

Quality Assurance

1. Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
2. Take a lead role in Call Center calibration sessions as scheduled by Call Center Management team.
3. Generate accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality to assist the call center (CC) management with analysis for decision making.
4. Assist in the development or implementation of call quality programs.
5. Assist in creating Call Center refugee survey in coordination with CC Management, and provide analysis of the data collected.
6. Provides focused quality audits and feedback.
7. Collaborate with supervisors to share call quality issues regularly.
8. Identify and support other opportunities for quality improvement across the team.
9. Models and shares best practices with team members.

Process Analysis

1. Support and communicate standards, processes, procedures and policy changes affecting delivery of excellent service.
2. Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
3. Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting compliance levels.
4. Identify CC processing gaps, loop holes, issues and risks to the USRAP process and escalate to CC management.
5. Perform additional duties and special assignments as needed to facilitate the efficient operation of the Call Center at RSC Africa, and Programs in general.

Qualifications:

Experience:

• Five (5) years of experience within a Call Center is required
• One (1) year of quality assurance work required
• One (1) year experience as a process analyst is preferred

Skills:

• Demonstrated experience on MS Office Suite (MS Word, MS Excel, MS PowerPoint)
• Experience in Tableau is preferred
• Demonstrate strong organizational and time-management
• Strong written and oral communication including presentation skills
• Previous call quality monitoring experience or coaching / mentoring experience is preferred
• Experience in conducting a calibrating session
• Strong data analytical skills with data-driven approach
• High level of reason and the ability to be objective
• Strong attention to detail and data entry skills
• Flexibility to adapt to changes in a growing organization
• Self-motivated, positive attitude coupled with hard work
• Ability to prioritize tasks with shifting deadlines and work on multiple projects simultaneously

Education & Certifications:

• Bachelor’s Degree is required, or 4 years of work experience in lieu of a bachelor’s degree.
• Master’s Degree is preferred.
• Quality assurance certification is highly preferred.

Abilities:

• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records;
• Analyse and solve complex problems and make sound decisions;
• Work with minimal supervision
• Maintain a high performance standard with attention to detail;
• Work independently and contribute to overall operations of RSC Africa;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
• Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
• Must possess a strong work ethic and dependability
• Ability to gather information for process improvement