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  • Posted: Mar 25, 2020
    Deadline: Not specified
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  • Jiji.co.ke is the No1 online marketplace in Kenya! We have engaged thousands of the brightest minds around the world, all focused towards one goal – bringing sellers and buyers together to interact and trade from the comfort of their digital devices. We are currently looking for results-driven and entrepreneurial individuals to join our elite Contact C...
    Read more about this company

    Quality Assurance Officer

    We are looking for a detail-oriented QUALITY ASSURANCE OFFICER to be in charge of all quality assurance activities.

    Key responsibilities & deliverables;

    • Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation and giving feedback
    • Probe agents before and after calls to identify missed opportunities for conversion, information requests etc.
    • Monitor operators’ product knowledge, ability to handle objections and call closure
    • Addressing and discussing issues and proposed solutions with superiors.
    • Documenting quality assurance activities and creating audit reports.
    • Suggesting improvements to company infrastructure and processes to prevent future mistakes
    • Track performance of individual scripts and operators
    • Update procedures and scripts based on customer response and changing business needs
    • Periodically review sales data, customer surveys and call logs
    • Any other duties assigned to you by management

    Academic qualifications and Skills

    • A First Degree in any field
    • 4 – 5 years working experience working as a Quality Assurance Agent in a busy TeleMarketing/Call Centre
    • Certificate in quality assurance is a plus
    • Good communication skills both verbal and written
    • Excellent data collection and analysis skills
    • Strong attention to detail
    • Excellent interpersonal skills

    Method of Application

    Send us your detailed resume with the title  Quality Assurance Officer to hr@jiji.co.ke

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