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  • Posted: Aug 8, 2024
    Deadline: Not specified
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  • Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services.
    Read more about this company

     

    Senior Quality Assurance officer

    As a senior QA officer, you'll:

    • Monitor calls to make sure agents follow company guidelines and solve customer needs.
    • Engage with agents by conducting training, coaching, and mentorship programs so they fully understand the QA metrics.
    • Assist in preparing and distributing QA documents to call center agents.
    • Conduct call audits to spot areas of improvement and monitor agent performance based on QA metrics.
    • Plan and schedule QA training, oneonone coaching, and calibration sessions.
    • Assess agents' monthly performance under the supervision of the QA manager.
    • Improve overall call center efficiency by enhancing agents' behaviors, sales performance, and customer experience through training.
    • Monitor compliance including communication skills, script adherence, problemsolving, sales skills, and customer retention.
    • Attend and actively participate in QA meetings.
    • Provide weekly reports to the QA Manager on call audits and make recommendations for improvement.

    You'll thrive in this role if you have:

    • Over 1 year of experience as a QA executive in a busy outbound call center.
    • Proficiency in Excel, Gsuite, emailing, and PowerPoint presentations.
    • Excellent data collection and analysis skills.
    • Excellent interpersonal skills.
    • A degree or diploma in any field.
       

    Check how your CV aligns with this job

    Method of Application

    Ready to join us? Send your CV and portfolio to hr@jiji.co.ke using the job title as the subject of your email.

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