Quality Assurance Officer at Old Mutual Kenya

Job Description

The Quality Assurance Officer at the call centre will ensure adherence to Standard Operating Procedures (SOPs), identifies process gaps, and formulates mitigation plans to enhance customer outcomes. They conduct root cause analysis of recurring issues, track performance metrics, and facilitate staff training to improve service quality and efficiency.

KEY TASKS AND RESPONSIBILITIES

• Oversee the day-to-day activities of the department.
• In consultation with the relevant stakeholders, establish & constantly improve the department operations management & performance monitoring structures.
• Compile, track & ensure that all customers issues, questions & complaints channeled through the department are resolved in a timely manner.
• Monitor productivity of the team & plan for improvement efforts
• Monitor service calls to observe quality assurance, employee demeanor, technical accuracy & conformity to company policies.
• Review of call data to monitor customer experience & related statistics.
• Regularly review SLAS, TATS & recommend corrective actions.
• Ensure data captured meets the set quality standards.
• Set appropriate metrics, analytics & reporting framework. Provide relevant reports to stakeholders.
• Monitor & report on the productivity of the department staff.
• Propagate a culture of customer care, professionalism, agility & innovativeness.
• Promote goodwill & a positive image of the department.
• Ensure the department personnel are continuously aware & well informed on products, services, customer needs, & company related issues.

 SKILLS AND COMPETENCIES

• Attention to Detail: Ability to meticulously review processes, documentation, and data to identify discrepancies and ensure compliance with standards.
• Analytical Skills: Capability to analyze data, trends, and patterns to identify root causes of issues and recommend solutions for process improvement.
• Communication Skills: Effective verbal and written communication skills to convey findings, recommendations, and instructions clearly to team members and stakeholders.
• Problem-Solving Abilities: Capacity to identify problems, evaluate alternative solutions, and implement effective resolutions to improve operational efficiency and customer satisfaction.
• Quality Focus: Commitment to maintaining high standards of quality and continuous improvement in processes, services, and outcomes.
• Teamwork: Ability to collaborate effectively with team members, managers, and other departments to achieve common goals and objectives.
• Time Management: Strong organizational skills to prioritize tasks, meet deadlines, and manage workload efficiently in a fast-paced environment.
• Adaptability: Flexibility to adapt to changing priorities, procedures, and customer needs while maintaining a focus on quality assurance objectives.
• Technical Proficiency: Familiarity with relevant software tools, databases, and quality management systems to track, analyze, and report on quality metrics and performance indicators.
• Customer Focus: Understanding of customer expectations and needs, with a commitment to delivering high-quality service and ensuring customer satisfaction.

 KNOWLEDGE & EXPERIENCE

• Extensive understanding of Call Centre operations, including inbound and outbound call handling, escalation procedures, complaint resolution, and customer satisfaction metrics.
• Demonstrated experience in Quality Assurance methodologies, including performance monitoring, audits, and implementation of continuous process improvement strategies.
• Strong background in analyzing call metrics and quality trends, with the ability to synthesize data into actionable insights that support operational excellence.
• Working knowledge of standard operating procedures (SOPs) and service-level agreements (SLAs), with experience in ensuring departmental compliance and adherence to these frameworks.
• Experience in stakeholder engagement and interdepartmental coordination, particularly in relaying QA findings, training needs, and recommendations to improve team performance.
• Hands-on exposure to data reporting and performance dashboards, including development and dissemination of regular QA reports to leadership and support functions.
• Familiarity with CRM platforms and call centre technologies, including call recording systems, ticketing tools, and analytics platforms to support quality control activities.
• Proven ability to support training and coaching initiatives, ensuring alignment between QA outcomes, customer expectations, and business goals

QUALIFICATIONS

• A bachelor's degree in relevant fields such as Business Administration, Management, Communications, statistics, or a related discipline
• Prior experience in a call centre environment, preferably in a quality assurance or customer service role. Experience with quality monitoring, auditing, or process improvement initiatives is often preferred.
• Familiarity with call centre processes, procedures, and technologies. Understanding of call centre metrics, KPIs, and quality assurance standards.
• Strong analytical skills to evaluate data, identify trends, and draw insights from quality monitoring activities.
• Proficiency in using analytical tools and software applications for data analysis is desirable.
• Ability to work collaboratively with cross-functional teams, including call centre agents, supervisors, trainers, and IT support, to implement quality initiatives and drive continuous improvement.
• Proficiency in using computer software and tools, including Microsoft Office Suite and quality management systems. Familiarity with call centre software and CRM systems is advantageous.