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Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
Position Summary:
The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account either within a site and/or across multiple locations or region.
This incumbent will supervise all personnel assigned to the quality program. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for their staff and program development.
The quality manager is responsible for the proactive identification of account level performance related opportunities by KPI up to and including but not limited to customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs. This position has direct client interface and is responsible for the overall quality program.
Overall Responsibilities:
Job Requirements:
Education/Experience:
Standard General Security Roles and Responsibilities
Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email.
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