Quality Assurance Manager at Jiji Kenya

RESPONSIBILITIES

The following are duties you will be responsible for:

1. Developing evaluation metrics and programs that assess the product knowledge and problem resolution ability of call center managers
2. Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
3. Agent engagement through developing training, coaching and mentorship programs so agents fully understand the QA metrics, monitoring their KPI’s acknowledging them for their achievements and teaching them organization objectives
4. Assess agent’s performance monthly working closely with the call center leadership team and HR department
5. Be a strategic partner in the Learning and development of call agents and leadership by providing training gaps identified monthly through call quality reports
6. Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience
7. Compliance monitoring from agent’s communication skills, following scripts, problem solving ability, sales negotiation and closing skills and ensure agents conduct themselves in a professional manner
8. Drive innovation and ensure optimization of processes by continuously improving the existing process leading to improved efficiency in doing work and achieving results.
9. Managing a team of QA officers, ensure they have adequate knowledge of the QA metrics, have proper knowledge of Jiji services and how to handle coaching sessions

REQUIREMENTS

1. We believe that you will succeed better if you possess the following:
2. 2 -3 years’ experience as a Quality Assurance Manager or Senior QA officer in a busy call center
3. Bachelor’s degree in Communication or Business-related field
4. Exceptional listening and analytical skills
5. Good knowledge of customer service practices
6. Knowledge in developing QA metrics and procedures
7. Be customer oriented
8. Have excellent interpersonal skills
9. Be able to make responsible and effective decisions
10. Be able to work on own initiative
11. Be able to meet targets and handle high pressure environment