Jobs at Reeds Africa Consult

ROLES & DUTIES

• Support the QA lead in the onboarding of new staff
• Support the QA lead in preparing training materials
• Stand in for QA lead in their absence
• Owning the QA process to support the delivery of good customer experience and uphold Apex brand values at Apex collectioncalls
• Monitor live calls using the dialer system to ensure collection best practices are upheld
• Formulate/seek updates on the standard QA formto meet changing negotiation needs and collection related updates Offer coaching to team members with poor negotiation skills/poor call handling practices
• Performs mock calls with new hires post-training to determine readiness for moving into collection
• Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities
• Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out
• Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents
• Come up with weekly and monthly QA reports for the teams
• Use Call Center tools (QA form, Tracker e.t.c) to gather data and analyze trends or patterns affecting quality
• Investigate and validate customer complaints relating to collection calls Liaise with partners CS QA if necessary, to ensure speedy investigations
• Supporting the team on strategies to boost the daily collections
• Audit the implementation of feedback given to agents to ensure total compliance
• Any other duties assigned on a need basis

REQUIREMENTS

• Minimum 1 year call centre experience
• Excellent verbal, written, communication and interpersonal skills
• Outstanding customer service skills
• Exceptional listening and analytical skills
• Attention to detail with the ability to detect inconsistencies
• Must be able to effectively deal with people at all levels within and outside the company
• Ability to work under pressure
• Ability to prioritize work and good time management skills
• Diploma from any recognized college

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Job Description:

• We are seeking a dedicated and proactive Human Resources Intern to join our team in Nanyuki. This internship offers a unique opportunity to gain practical experience in HR operations within a dynamic consulting environment.

Responsibilities:

• Assist in the recruitment process, including drafting job advertisements, sourcing candidates, conducting initial screenings, and coordinating interviews.
• Support the onboarding process for new hires, including preparing employment contracts, facilitating orientation sessions, and ensuring a seamless integration into the organization.
• Maintain HR records and databases accurately, ensuring compliance with data protection regulations and confidentiality standards.
• Assist with employee relations activities, including responding to inquiries, addressing concerns, and promoting a positive work culture.
• Contribute to HR projects and initiatives, such as performance management, training and development programs, and employee engagement initiatives.
• Provide general administrative support to the HR team, including scheduling meetings, preparing reports, and organizing training sessions.

Qualifications:

• Currently pursuing a Bachelor's degree in Human Resources Management, Business Administration, or a related field.
• Strong interest in building a career in Human Resources.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational abilities.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint).
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Prior HR internship experience or coursework is an advantage.