Tupande Contact Center Training and Quality Assurance Specialist at One Acre Fund

About The Role

• Our Contact Center of 100+ staff is based in Kakamega; this position is hybrid, but due to the nature of the work, it calls for being predominantly on site. Reporting to the Contact Center Lead, you will manage the design, implementation and evaluation of quality assurance, training and development initiatives. You will also spearhead strategic initiatives that elevate our team's performance, improve our processes, and ensure unparalleled customer experience.

Responsibilities

• Training
  • Align Training strategies with the contact center and implement training designs to improve the customer experience.
  • Liaise with partners to implement training plans.
  • Identify areas of standardization in training by developing training processes.
  • Design and implement Training Needs Analysis tools.
• Quality Assurance
  • Align QA strategies with the contact center and implement QA designs to improve the customer experience.
  • Advocate for C-SAT(Customer Satisfaction) and NPS (Net Promoter Score)enhancement initiatives.
  • Responsible for the end-to-end design and implementation of Change Projects which improve the QAT team.
  • Work with partners to update and improve on the Quality Assurance Training process.
• Team Leadership
  • Responsible for coordinators who oversee the QAT teams; have regular check-ins, performance reviews and create personal development plans for your direct reports.
  • Develop staffing projections for the QAT team, recruit and onboard team members.
  • Conduct workshops with Trainers to improve their skills.
  • Use analytics and data-driven insights to identify trends, challenges, and opportunities.
  • Present regular reports to senior management, providing insights into contact center performance, training outcomes, and QA findings.

Career Growth and Development

• We have a strong culture of constant learning and we invest in developing our people. You'll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You'll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Experience with a Learning Management System/training tools - eg Moodle
• Training of Trainer Certification would be an added advantage.
• Certification in CX-Customer Excellence
• Experience with contact center technology, including quality management tools with Knowledge in Contact Center Performance metrics analysis
• Minimum of 3+ years of leadership in contact center operations.
• Language: English & Kiswahili