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  • Posted: Mar 15, 2021
    Deadline: Not specified
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  • Samasource was founded in 2008 in order to lift people out of poverty by connecting them to dignified digital work. Since then, we've employed more than 8,000 people in Kenya, Uganda, India, and Haiti. Samasource was born out of the belief that talent is equally distributed, but opportunity is not. ​​ We help...
    Read more about this company

     

    Product Support Lead

    About the Job:

    The Sama Product Team is building tools at the intersection of humans and AI/ML technology, enabling our teams to deliver secure, high-quality training data and validation for the technology teams driving humanity forward.  We’re looking for an enthusiastic, idealistic Product Manager who loves to create innovative, intuitive, and efficient tools to distill product features that have a business impact! 

    You’ll be working collaboratively with our global team and workforce to combine the proper combination of software applications, data collection and reporting, and business process reengineering. We’re playing in a huge space with lots of technical complexities. We’d like a candidate that will blend impeccable attention to detail with an intuitive sense for product.  If you know when to build vs buy, love to integrate complex systems, can listen to users, summarize their needs in user stories, and can align stakeholders from diverse parts of the business, we need your help to re-imagine work!

    Key Responsibilities: 

    • Identify gaps between use and desired outcome that stand between product (Sama) functionality and user success milestones  
    • Translate gaps into a strategic plan and roadmap to enhance user knowledge of the product
    • Work with managers and cross functional teams to scope training requirements, objectives and resources
    • Collaborating with other departments to break down project requirements, setting deadlines and monitoring them.
    • Leading in evaluation and launch of new Sama functions and capabilities
    • Design the GSD Product engagement strategy in line with the Product roadmap to include designing and gaining alignment on: Product adoption process, GSD Product support org, tools to manage change. 
    • Design, develop and maintain technical documentation and curricula for training.
    • Conduct in person and virtual product training for Agents, Team Leads, Quality Analysts, and Project Managers and assess training effectiveness.
    • Adapt materials for different user levels as needed
    • Provide Sama technical support for users via the ticketing system and on floor support.
    • Lead key GSD experiments that support efficiency gains
    • Be the driver of the product feedback loop.
    • Identify gaps to be addressed by product enhancements and features rather than user knowledge, gather user requirements and communicate to product manager.
    • Participate and contribute in product feature release activities for training material and product knowledge content development (UAT, observing users using the product, focus groups)
    • Know the Sama roadmap 
    • Know the product definition: what it does and does not do and why (beyond its scope)
    • Clearly articulate user problems to stakeholders: know the difference between user wants and true needs that are barriers to effective use.
    • Document valuable user insights so that they are not lost, know key points from conversations that should feed into training or product features
    • Lead management of GSD R&D support team to meet demands of Global R&D roadmap, to include set up of A/B testing , leading project set up and feedback to R&D. 
    • Brief Results of R&D experiments to Global stakeholders.

    Minimum Qualifications:

    • Bachelor’s Degree in Computer Science or technical skills learned on the job
    • 5+ years of product management or similar experience 
    • Experience working with distributed teams across time zones
    • Product Manager experience would be an added advantage

    Preferred Qualifications:

    • Ability to assess user knowledge levels, training needs and determine strategic objectives
    • Ability to communicate strategic knowledge objectives to executive management
    • Ability to explain technical complexities of software and present complex information to a variety of audiences from entry level worker to executive
    • Ability to structure product training material and adapt content to different levels of user
    • Ability to share knowledge in a variety of modes, including boardroom presentation, group facilitation, product demos, web meeting or recording and LMS content
    • Understanding of software design and development lifecycle: discovery, design, development, user feedback.
    • Organized, efficient multi-tasker with good planning  skills and ability to adhere to deadlines 
    • Strong analytical and technical skills
    • Strong strategic and critical thinking skills, ability to be creative and innovative 
    • Content development skills.
    • Excellent oral and written communication skills
    • Ability to prioritize work, be responsive to user and business needs, demonstrate a sense of   urgency when appropriate
    • Passionate for helping others and seeing them succeed
    • Ability to motivate others
    • A patient and friendly approach to imparting knowledge
    • Ability to work independently and part of collaborative team
    • Strong interpersonal and facilitation skills
    • Demonstrated ability to collaborate across an enterprise toward mutual success
    • Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
    • Ability to work across time zones when needed 
    • MS Office and Google Drive suite: documents, spreadsheets, presentations
    • Excellence in spreadsheet usage and task management systems (like Podio or Asana)
    • JIRA ticketing system(or other Service desk system) ,
    • Remote communication tools: email, Slack (chat), Zoom (web conference)

    go to method of application »

    Team Leader

    About the Job:

    In preparation for Sama’s next phase of growth, we are sourcing for an experienced and seasoned Teal Lead.

    This role will provide day-to-day support in running of the individual production team and ensuring that their performance are met and needs raised through the correct channels for assistance and support. This position is focused on the transformation of the current norms within the delivery teams to achieve the next levels of excellence.

    You will serve as a key partner to the Account Manager and reporting directly to this role.

    Key Responsibilities:

    • Ensure that the allocated work is properly distributed to all the team members and is executed in a timely manner.
    • Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan.
    • Monitor and report progress on performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
    • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying campaign training requirements.
    • Provide regular coaching and training on new and existing products and changes to any processes.
    • Conduct regular quality assessments and coaching; offering constructive feedback, which will include QA feedback sessions and continuously developing quality.
    • Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.   
    • Provide the team with appropriate communication and gain their feedback through regular team meetings.
    • To motivate the team to provide a first class service to all our clients whilst ensuring business targets are met.
    • Work closely with the other Team Leaders to ensure that queries across all areas of the business are handled.
    • Recognize & celebrate team & individual accomplishments & exceptional performance
    • Carry out any other ad hoc duties as may be requested, from time to time, by immediate Manager
    • The Team Leader shall keep the Operations Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
    • Drive the Sama culture and values within the team.
    • Promote team work, optimize and maximize personal and team potential and encourage staff development.

    Minimum Qualifications:

    • A degree or diploma in a business related field.
    • Two years of work experience in a contact center environment.
    • Minimum 1 years of experience in Team leader position in a busy contact center
    • Experience in both data and voice accounts will be advantageous

    Preferred Qualifications:

    • Able to handle, prioritize, multiple projects simultaneously
    • IT literacy in Excel, Access, Word and PowerPoint
    • Knowledge of English and Swahili
    • Fluent in English (written and verbal) and Swahili
    • Great attention to detail and feedback skills.
    • Excellent communication skills
    • Planning and organizing skills
    • Fast learner and able to break down complex information into simple concepts.
    • Reporting and analysis skills
    • Strong interpersonal skills.
    • Strong analytical skills and problem solving skills
    • Excellent team player and captain

    Application deadline is March 19, 2021. Only shortlisted candidates will be contacted.

    go to method of application »

    Quality Manager

    About the Job:

    The incumbent will be responsible for quality scores s/he will  assist the Training and Quality Manager in setting quality standards across the Sama work streams

    Key Responsibilities:

    • Analyze agents’ work output against guidelines/standards and provide feedback
    • Identify agents’ strengths and Weaknesses
    • Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
    • Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
    • Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
    • Collaborate with Operations to ensure that best standards are revised and updated where need be.
    • Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
    • Keep an up-to-date record of individual agents quality performance for use in performance reviews
    • Participate in team briefings to provide the QA objective and also sit in calibration sessions

    Minimum Qualifications:

    • Minimum of a Diploma in a business related field.
    • Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.
    • Experience in both data and voice accounts will be advantageous.

    Preferred Qualifications:

    • Passion for providing 1:1 support to people with accuracy and empathy.
    • Exceptional attention to detail and nuance.
    • Planning, organizing, reporting and analysis skills.
    • Fast learner with the ability to break down complex information into simple concepts.
    • Track record of developing and maintaining expertise on corporate policies and/or community standards.
    • Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.
    • Strong critical thinking and problem solving skills.
    • Ability to multitask and work independently in an unstructured environment.
    • Strong interpersonal skills.
    • Conflict prevention and resolution skills.
    • Fully computer literate on MS programs.

    go to method of application »

    Project Integration Trials Quality Analyst

    About the Job:

    You will work within the Project Integration team as part of our trial projects support team. As a trials quality analyst you will be responsible for execution of quality objectives, review work done by trial agents and ascertain adherence to set guidelines. Trials should be delivered at the highest quality at all times and an. overall team quality performance management is key on this role.

    This role reports directly to a Project Manager level.

    Key Responsibilities:

    • Analyze agents’ work output against trails guidelines/standards and provide feedback
    • Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
    • Identify agents’ strengths and Weaknesses and liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
    • Collaborate with Operations to ensure that best standards are revised and updated where needed and participate in regular coaching and training on new and existing products and changes to any quality  processes.
    • Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training.
    • Keep an up-to-date record of individual agents quality performance for use in performance reviews
    • Track and manage performance for all team members and provide constructive feedback, coaching and follow ups to poor and good quality performance
    • Ensure overall achievement of trial team quality performance objectives, and adherence to team quality KPI requirements.
    • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
    • Conduct regular spot checks in between the shift to understand what the agents are doing from a quality standpoint before work is submitted. 
    • Prepare daily individual quality performance reports, and ensure agents have access and can understand the scores.   
    • Build teamwork, provide the team with appropriate quality related communication and gain their feedback through regular team meetings.
    • Engage with other cross functional stakeholders in analysing trial results, learnings and next steps

    Minimum Qualifications:

    • A degree or diploma in a business related field.
    • At least 3 years of work experience in a contact center environment and >1 year at Sama.
    • Experience in, Lidar, NLP,  data and voice accounts will be advantageous.

    Preferred Qualifications:

    • Great attention to detail.
    • Planning and organizing skills
    • Reporting and analysis skills
    • Strong interpersonal skills.
    • Conflict prevention and resolution skills
    • High focus on quality
    • Strong communication and feedback skills (both written and verbal)
    • Ability to manage cross functional stakeholder expectations
    • Should have worked at least 3 years in Sama
    • Critical thinker
    • Cleared NLP assessments from L&D
    • Ability to lead change management within the team comfortably
    • Adopts quickly

    go to method of application »

    Instructional Designer

    About the Job:

    Are you an educational enthusiast ready to take on the challenge and wear multiple hats, playing the role of facilitator, innovator, researcher and developer? We are looking for an Instructional Designer to design and develop our learning programs. The incumbent’s main role will be to support the design and development of engaging instructional content for Sama in order to meet the distinctive learning needs of our employees. He or she will need to be a creative problem solver and will report to the Content Design Manager.

    Key Responsibilities: 

    • Identify the performance, skills, knowledge, information and attitude gaps of a targeted audience and create, select and/or suggest learning experiences to fill this gap.
    • Work with the subject matter experts to:
      • Identify target audience’s training needs
      • Develop new curricula
      • Review, evaluate and update existing curricula
      • Build courses, write and review eLearning modules
    • Set instructional end goals and create content that matches them
    • Enhance the learning process by creating assessment materials to measure the effectiveness of the course
    • Create supporting material/media (audio, video, simulations, role plays, games etc)
    • Analyze and apply trends and best practices in instructional design
    • Support management of the LMS and training on use of the LMS
    • Maintain a library of training content and course folders
    • Work collaboratively across all functional areas to manage and coordinate implementation of new curricula
    • Create engaging learning activities and compelling course content
    • Work with subject matter experts to identify company and staff training needs & develop content around it.
    • Other duties as may be assigned

    Minimum Qualifications:

    • Degree in Education, Curriculum Development, Organizational Development or a similar and relevant field is required
    • In-depth knowledge of adult learning principles and concepts
    • Comprehensive knowledge of current instructional theories and principles applicable to both online and instructor-led learning programs
    • Development of creative and engaging training materials for an adult audience, in a variety of formats and media. Sound knowledge of multimedia used in eLearning
    • Minimum 3 years experience demonstrated proficiency in developing curricula, designing, building and deploying instructor-led eLearning modules using real-time technology
    • Comprehensive understanding and experience working with learning management systems. Experience working with Moodle will be an added advantage.
    • Advanced to intermediate computer experience and proficiency in Microsoft Office

    Preferred Qualifications:

    • Knowledge and functional writing, including consistent and correct use of the tense, grammar/ spelling and terminology that is interesting and varied
    • Ability to manage multiple tasks in a dynamic, high performance environment
    • Good organizational and time management skills; ability to be flexible and solve problems
    • Strong proof-reading skills to produce error free material
    • Ability to ask appropriate questions, probe for understanding, and work in collaboration with others to achieve desired results
    • Ability to produce learning materials to include facilitator/ instructor and participant manuals
    • Experience creating instructional material for the adult learner
    • Experience in teaching/ training or working with young adults is essential
    • Have an understanding of eLearning techniques. Participation in an online or blended program is required
    • Knowledge of workforce development and the gig economy would be an added advantage
    • Working knowledge of career development or experience in teaching it would be an added advantage
    • Experience working with Kenya Institute of Curriculum Development (KICD) to develop the digital school curriculum (instructional design experience) would be an added advantage

    go to method of application »

    Project Integration Trials Team Leader

    About the Job:

    You will work within the Project Integration team as part of our trial projects support team. As a trials team leader, you will be responsible for execution of active trial projects, monitoring progress and managing trial agents to ensure delivery at the highest quality and most efficient TPT. Overall team performance management is key on this role and focus on key metrics is required. 

    This role reports directly to a Project Manager level

    Key Responsibilities:

    • Track and manage performance for all team members and provide constructive feedback, coaching and follow ups to poor and good performance
    • Ensure overall achievement of trial team performance objectives, operational performance, schedule adherence and team quality
    • Monitor and report progress on trial performance, provide feedback and take appropriate corrective action.
    • Provide floor support, handle escalations and ensure that agents’ personal targets and deadlines are met.
    • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
    • Provide regular coaching and training on new and existing products and changes to any processes.
    • Oversee quality, conduct regular quality assessments and lead weekly performance reviews for all agents in the team.
    • Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.   
    • Build teamwork, provide the team with appropriate communication and gain their feedback through regular team meetings.
    • Engage with other cross functional stakeholders in analysing trial results, learnings and next steps
    • Ensure proper documentation is kept where applicable
    • Drive the Sama culture and values within the team.

    Minimum Qualifications:

    • A degree or diploma in a business related field.
    • At least 3 years of work experience in a contact center environment >1 year at Sama.
    • Experience in, Lidar, NLP,  data and voice accounts will be advantageous.

    Preferred Qualifications:

    • High focus on quality
    • Strong communication skills (both written and verbal)
    • Ability to manage stakeholder expectations
    • Should have worked at least 3 years in Sama
    • Ability to plan and create work schedules
    • Critical thinker
    • Cleared NLP assessments from L&D
    • Ability to lead change management within the team comfortably
    • Adopts quickly

    Method of Application

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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