Job Openings at Samasource - 3 Positions

About the job

The Quality Assurance (QA) Supervisor is a key member of the Training & Quality Assurance department, with a focus on quality, adherence, process and workflow audits and improvements. Reporting to the Quality Assurance & Training Manager, the QA supervisor is responsible for the day to day supervision, mentoring and coaching of the QA Analysts, monitoring and evaluating all assigned accounts individuals, teams, and account(s) quality performance and designing frameworks to address any identified gaps. The QA Supervisor is also responsible for managing, understanding and integrating the data accumulated through transactional audits in order to identify critical trends and make relevant, timely recommendations to QA management, Training leadership and applicable business units. The QA Supervisor will also be a key point of contact with clients and/or projects manager with respect to accounts related QA issues. As a point of contact with clients and PMs, it is critical that the QA Supervisor builds and maintains effective relationships and develops a deep understanding of the assigned accounts and overall business needs and objectives.

Responsibilities

• Daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met
• Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
• Lead and support QA related performance management initiatives
• Develop internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
• Lead or support trainings for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
• Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
• Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Maintain a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
• Develop and maintain effective working relationships with clients and/or accounts projects managers.
• Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
• Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client

Qualifications

• Education: Degree in business or any other relevant field/ equivalent experience

Experience:

• Minimum of 3 years of BPO experience required
• Minimum of 1 year of experience in Quality Assurance in a BPO center
• Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.

Knowledge/Skills/Abilities:

• Knowledge of MS Office Suite including advanced knowledge of Excel, PowerPoint and Word
• Proficiency in analyzing data to derive meaningful information
• Ability to manage and measure workloads and motivate others.
• Ability to set priorities and stay focused
• Ability to see big picture and think globally
• Ability to audit and manage processes
• Ability to develop, coach and mentor others

Personal Attributes:

• Effective verbal and written communication skills
• Problem solving skills
• Great attention to details
• A warm personality, able to work with people from diverse backgrounds.

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Responsibilities

Reporting to the Team Leader, the Junior Agent will be responsible for processing data as per client specifications. Duties will include but not be limited to:

• Preliminary Feed Integrations
• Creating new feeds and integrate them into the clients site
• Escalating complex integrations and feeds that require repairs
• Reviewing errors detected by the clients automated system, escalating issues when necessary
• Identiyfing improvements for detecting errors within job feeds
• Working with a fast-paced team to handle a high volume of requests in a timely manner
• Maintaining data work requirements by following data program techniques, procedures as well as meeting and maintaining the required quality threshold.
• Verifying entered data by reviewing, correcting, deleting, or reentering data; purging files to eliminate duplication of data.
• Contributing to team effort by accomplishing related results as needed.
• Performing other work as required or assigned

Qualifications

• A Bachelors degree in IT  or its equivalent.
• Has experience with Regular Expressions, HTML, XML, and xPath

Skills and Knowledge:

• Working knowledge of MS Office applications
• Comfort using Internet search engines like Google or Bing.
• Familiarity with software like MS Office, and comfortable adapting to and learning new software and web applications
• Is inquisitive and eager to learn in a dynamic and fast-paced environment
• Able to recognize patterns and dig in to get at the root of a problem
• Can identify ways to improve internal processes and tools in order to keep up with growing demand
• Fluent in written and verbal English and Kiswahili.
• Strong communication skills, both verbal and written
• Is passionate about helping users get the most out of their job search experience
• Takes pride in everything they do and is motivated to go above and beyond what is expected
• Excellent web research skills
• Keen attention to detail
• Ability to work with a sense of urgency
• Good time-management skills
• Ability to /interest in communicating effectively with people from diverse backgrounds and cultures
• Good team player

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Reporting to the Team Leader, the Agent will be responsible for content classification/categorization, in-depth web research, web based customer service as per specific provided guidelines and client specifications.

Responsibilities

• Research products/services/content across several online platforms.
• Write content descriptions.
• Conduct online content classification and categorization.
• Maintain data work requirements by following data program techniques, procedures as well as meeting and maintaining the required quality threshold.
• Review, verify and correct provided data based on the laid down guidelines.
• Contribute to team effort by accomplishing related results as needed.
• Respond to online sales queries.
• Research, collect and collate required information from the web based on provided guidelines.
• Perform any other duties as required or as may be assigned by the lead from time to time.

Skills

• Working knowledge of MS Office applications.
• Quick learner and able to decipher complex information.
• Fluent in written and verbal English and Kiswahili.
• Strong communication skills, both verbal and written.
• Excellent web research skills.
• Keen attention to detail.
• Ability to work with a sense of urgency.
• Good time-management skills.
• Ability to /interest in communicating effectively with people from diverse backgrounds and cultures.
• Must be a good team player.

Qualifications

• A Diploma/ Degree in a Business field or its equivalent.

Experience

• Previous hands-on knowledge of e-commerce projects.
• Comfort using Internet search engines like Google or Bing.
• Familiarity with software like MS Office, and comfortable adapting to and learning new softwares and web applications.
• Previous sales/ customer service experience is an added advantage.