Quality Assurance Officer at Jiji Kenya

We are looking for a detail-oriented QUALITY ASSURANCE OFFICER to be in charge of all quality assurance activities.

Key responsibilities & deliverables;

• Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation and giving feedback
• Probe agents before and after calls to identify missed opportunities for conversion, information requests etc.
• Monitor operators’ product knowledge, ability to handle objections and call closure
• Addressing and discussing issues and proposed solutions with superiors.
• Documenting quality assurance activities and creating audit reports.
• Suggesting improvements to company infrastructure and processes to prevent future mistakes
• Track performance of individual scripts and operators
• Update procedures and scripts based on customer response and changing business needs
• Periodically review sales data, customer surveys and call logs
• Any other duties assigned to you by management

Academic qualifications and Skills

• A First Degree in any field
• 4 – 5 years working experience working as a Quality Assurance Agent in a busy TeleMarketing/Call Centre
• Certificate in quality assurance is a plus
• Good communication skills both verbal and written
• Excellent data collection and analysis skills
• Strong attention to detail
• Excellent interpersonal skills