Job Openings at Kenya Revenue Authority

Job Purpose

This role will lead a team of analysts in monitoring and assessing the quality of the performance of our Contact Centre Customer Service Advisors (CSAs). This individual will assist in developing, creating and implementing Contact Centre quality processes and procedures, as well as making recommendations for enhancements to training materials as needed. 

Key Performance Areas

• Design monitoring formats and quality standards to improve service quality across all Contact Centre channels.
• Review and assess Contact Centre interactions (calls, emails, chat, etc…), based on the established internal standards and provide Customer Service Advisors (CSAs) with meaningful and constructive feedback for improvement.
• Evaluate CSAs preparedness by administering periodic short tests, marking them and giving feedback on performance.
• Drive the learning culture across all staff in the Contact Centre by developing plans for learning and skills development and providing coaching to CSAs.
• Conduct root cause analysis and provide quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery and recommending ways of improvement.
• Use quality monitoring data management systems to compile and track performance at a team and individual level.
• Analyze all customer service metrics (e.g. CSAT, CES, FCR, NPS) beside your QA scores, directly measure their correlation to customer experience effectiveness and   create strategies on improvement. 
• Participate in the frequent review of the Contact Centre policies and procedures as well as improvements in the service level standards and drive awareness and adherence by all CSAs.
• Identify and implement tools targeted towards improving and complementing the existing quality assurance tools and technology.
• Provide floor support to the Operations Team and ensure that control lapses, processes and system issues are identified in time and all significant risks are escalated and resolved in a timely manner to avoid service delivery disruptions.

Minimum Requirements

• A Bachelor’s Degree in Communication, Business, Social Science or any other related field.
• A minimum of four (4) years’ experience of which one (1) should be at Supervisory Level in Quality Assurance in Contact Centre/Customer Service field.
• Excellent demonstrable knowledge of Contact Centre SOPs.
• Coaching, Mentorship & Training skills
• Excellent written and verbal communication and organizational skills.
• Have good listening and analytical skills and ability to demonstrate critical thinking.
• Independent mind with an assertive nature.
• A team player with strong interpersonal skills and a positive attitude.

Note:

1. All applications from interested and qualified candidates must be submitted online via the process below.
2. ONLY shortlisted candidates will be contacted.
3. All applications should be submitted online by 26th May 2021.
4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
5. KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.

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Job Purpose

The job holder will be responsible for direct supervision of Contact Centre operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top notch customer experience. 

Key Performance Areas 

• Maintain Contact Centre quality standards by ensuring that KRA’s agreed business service levels for the various services are met.
• Spearhead continuous development and revision of materials such as Scripts, FAQs, and training manuals for the Contact Centre.  
• Support and give accurate feedback on new or existing services to Customer Service Advisors (CSAs) to ensure that customers are provided with accurate information regarding all services.
• Directly handle issues that cannot be handled at the frontline line by tracking escalation for resolution of any new or challenging issues.
• Actively participate in service storming sessions and ensure that all staff are capable of handling all types of channel interactions.
• Monitor customer service performance on the CSAs and the operations team by generating, compiling and submitting relevant statistics and KPI reports on performance & productivity.
• Ensure monthly performance discussions are held with all CSAs to enable them continuously improve.
• Ensure that control lapses, processes and system issues are identified in time and all significant risks are escalated and resolved in a timely manner to avoid service delivery disruptions.
• Maintain a conducive working environment in the unit and ensure that control lapses are identified and mitigation measures put in place.
• Map the need for training and onboarding programs and initiate implementation of these programs.

Minimum Requirements 

• A Bachelor’s Degree in Communication or any other related field.
• A minimum of four (4) years’ experience of which one (1) should be at Supervisory Level in Contact Centre/ Customer Service Field.
• In-depth knowledge of customer service principles and practices as well as customer service software, databases, CRM tools and call centre equipment/software programs and proficiency in Excel.
• Outstanding verbal, written, and interpersonal communication skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Highly detail-oriented and highly advanced in data analytics.
• Possess a high sense of integrity and confidentiality, self-driven, and able to work under minimum supervision.

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Responsible for:

• Execution of Sourcing Strategies in line with Public Procurement and Asset Disposal Act 2015 the job holder must be able to manage cross departmental teams and drive progress through the application of project management techniques as part of a highly visual and transparent approach.

Deliverables and Accountabilities:

• Develop and Formulate Procurement strategies in consultation with the Deputy Commissioner
• Implement continuous improvement in organisational policies processes and governance mechanisms.
• Ensure organisational sourcing contributes to public procurement policy goals
• Resolution of legal issues in collaboration with experts.
• Preparation of Bidding Documents and shaping requirements in consultation with the User Departments and market.
• Coordinate and supervise the tendering process to ensure it is fair and transparent.
• Briefing and Training evaluators in the use of e-tools.
• Coordinate and facilitate the Evaluation and Negotiation Committees.
• Ensure preparation of regular procurement reports on various procurement status/activities as and when requested.
• Manage and develop staff capacity including participating in recruitment, setting and review of performance targets, managing disciplinary issues and ensuring that the Sourcing section is adequately staffed in terms of skills and numbers.