Quality Assurance Lead at Peach Cars KE

1 month ago


Nairobi, Kenya Peach Cars KE Full time

e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.
Role
The Quality Assurance Lead is responsible for ensuring a high-quality standard for all customer-facing work at Peach. They will monitor and evaluate our teams’ communication, problem-solving, and customer relationship management skills. They will work across multiple departments at Peach. From Sales to Car Care to Marketing - this individual will have a full scope of all customer-facing roles and ensure that our systems are customer-centric and strong. Your average day will look like monitoring chats, listening to customer calls, identifying training needs, and supporting the delivery of those trainings.

You will create processes and systems to ensure that all new joiners at Peach are at the standard set for delivering strong customer service. You’ll work closely with the heads of these various departments to gather the information necessary to create a standard for service and implement the systems necessary to deliver by that standard.
Roles and Responsibilities

Quality Assurance

 Monitor all calls, chats, and emails to ensure agents interact with customers according to company guidelines while solving the client’s needs

Result: The team knows where improvements need to be made in customer relationship management.


 Ensure our team is following scripts and communicating with a customer-centric lens

Result: Scripts are followed & customers are satisfied


 Conduct training coaching and mentorship programming with our customer-facing agents to ensure they understand the QA metrics

Result: Sales agents have 1:1 attention from QA lead, supporting their learning and development + success in the role


 Work to develop a high customer satisfaction score with something like a CSAT or NPS

Result: Customer satisfaction rating is tracked and shows improvement over time


 Implement and design various projects that facilitate the change and outcomes we’re striving for

Result: Projects are initiated to improve the customer experience or journey


 Use analytics and data-driven insights to identify trends, challenges, and opportunities for our team

 Result: Data is tracked, analyzed, and synthesized for decision making


 Present reports to senior management providing insights on team performance and suggestions for improvements

 Result: Data is presented regularly and opened up for discussion on what improvements have been made and what improvements are still needed



Training

 Facilitate the training of our customer-facing agents to improve their behaviors, sales performance, and general customer experience

Result: Trainings are done with customer-facing agents to improve customer satisfaction


 Work across departments to ensure that training is beneficial to all teams - and is effective

Result: All customer-facing teams are worked with - and initiatives are shared across teams



Requirements

 At least 3 years of leadership in contact center operations
 Experience with contact center technology, including quality management tools - with knowledge of contact center performance metrics analysis
 Experience in gathering and interpreting customer experience information
 Solid knowledge of online customer engagement platforms and channels
 Proficiency in MS Office, as well as CX and CRM software
 Good interpersonal skills and a customer-centered approach
 Great organizational and time management abilities
 Superb communication, collaboration, and problem solving skills



  • Nairobi, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers Summary The Sales Associate role involves managing the customer...


  • Nairobi, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.  Overview: Peach Cars is seeking a dynamic and results-driven...


  • Nairobi, Nairobi Area, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.RoleThe Quality Assurance Lead is responsible for ensuring a...


  • Nairobi, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers. Role Peach is in a growth phase. We are a young company - in both...


  • Nairobi, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers. Role description Peach is in a growth phase. We are a young...

  • Sales Associate at

    1 month ago


    Nairobi, Nairobi Area, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customersSummaryThe Sales Associate role involves managing the customer journey...


  • Nairobi, Nairobi Area, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.Overview:Peach Cars is seeking a dynamic and results-driven Marketing...


  • Nairobi, Nairobi Area, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.RolePeach is in a growth phase. We are a young company - in both age...


  • Nairobi, Kenya Peach Tech Full time

    At Peach, we believe cars are more than their component parts - they're a gateway to the experiences, relationships, and opportunities that make life worth living. Our aim is to build Africa's first full-stack automotive service, spanning all aspects of car ownership and delighting our customers at every turn in the road. Summary The Sales Pre...


  • Nairobi, Nairobi Area, Kenya Peach Cars KE Full time

    e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers.Role descriptionPeach is in a growth phase. We are a young company -...


  • Nairobi, Nairobi Area, Kenya Peach Tech Full time

    At Peach, we believe cars are more than their component parts - they're a gateway to the experiences, relationships, and opportunities that make life worth living. Our aim is to build Africa's first full-stack automotive service, spanning all aspects of car ownership and delighting our customers at every turn in the road.SummaryThe Sales Pre Qualification...


  • Nairobi, Nairobi Area, Kenya Powwater Full time

    Powwater is the foundation for quality of life. Powwater's mission is to empower the world through sustainable safe drinking water. The transparency that comes with the water testing we do gives consumers the power to choose high quality and affordable water because after all water is lifePosition OverviewWe are seeking a detail-oriented and experienced...


  • Nairobi, Nairobi Area, Kenya Vivo Fashion Group Full time

    ABOUT THE COMPANYVivo's mission is to create economic opportunities in Africa through fashion. Our vision is to see Africa Dressing the World. Vivo was founded by Wandia Gichuru and Anne Marie Burugu in years on, we are East Africa's largest ladies fashion brand, designing and manufacturing 100% on the African continent. More importantly we aim to inspire a...

  • Quality Assurance

    24 hours ago


    Nairobi, Kenya Medprime Care Institute Full time

    JOB SUMMARYThe Quality Assurance (QA) Specialist at a medprime training college is responsible for ensuring that academic programs, clinical training, and administrative processes meet the highest standards of quality and compliance. The QA Specialist will work closely with faculty, staff, and clinical partners to develop and implement quality assurance...


  • Nairobi, Kenya Powwater Full time

    Powwater is the foundation for quality of life. Powwater's mission is to empower the world through sustainable safe drinking water. The transparency that comes with the water testing we do gives consumers the power to choose high quality and affordable water because after all water is life Position Overview We are seeking a detail-oriented and...


  • Central - Eastern - Nairobi - Nyanza - Rift Valley - Western, Kenya PIONERO Full time

    We're looking for a dynamic and innovative Quality Assurance Supervisor to join the team, playing a crucial role in the setup and rollout of this new operation. This role requires someone capable of ensuring regulatory compliance, overseeing site setup, and leading the initial stages of production.Role Summary:As the Quality Assurance Supervisor, you will...

  • Quality Assurance

    10 hours ago


    Nairobi, Nairobi Area, Kenya Medprime Care Institute Full time

    JOB SUMMARYThe Quality Assurance (QA) Specialist at a medprime training college is responsible for ensuring that academic programs, clinical training, and administrative processes meet the highest standards of quality and compliance.The QA Specialist will collaborate closely with faculty, staff, and clinical partners to develop and execute quality assurance...


  • Nairobi, Kenya Robert Walters Full time

    ABOUT THE COMPANYFor over 34 years, businesses across the globe have relied on us to find the very best specialist professionals and we are trusted to help build the careers of the world’s leading executives, job move after job move. It’s a success story we’re proud of and one that’s built on the strength and passion of our people. As the business...


  • Nairobi, Nairobi Area, Kenya Robert Walters Full time

    ABOUT THE COMPANYFor over 34 years, businesses across the globe have relied on us to find the very best specialist professionals and we are trusted to help build the careers of the world's leading executives, job move after job move.It's a success story we're proud of and one that's built on the strength and passion of our people. As the business continues...


  • Nairobi, Nairobi Area, Kenya Zetech University Full time

    Zetech University is the premier university for the education of Technology, Science and Business oriented global leaders, offering an exceptional learning experience to thousands of youth from Kenya and beyond.Duties and ResponsibilitiesReporting to DVC-ARS, the position holder will be responsible for the following, amongst others: Implementing the...