Call Center Quality Analyst at Poa Internet
3 weeks ago
We believe EVERYONE in the world deserves access to the internet and affordable communications.
Mission Statement for the Role:
To drive a kaizen culture by providing ongoing support from a quality improvement perspective.
Overall Responsibility:
Implement/develop relevant service levels quality assessment guidelines.
Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.
Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.
Key SMART Results for A-Player Success
Be proactive with customer success by driving regular audits as per the SLA expectations - By the end of Q2 2024
Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis - By the end of Q2 2024
Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - By the end of Q2 2024
Increase process optimization by suggesting workflow automation/ process improvements - By the end of Q2 2024
Deliver a world-class customer support experience by improving the available evaluation matrices - By the end of each quarter
Improve the quality of our customer service by facilitating periodic evaluation tests - By the end of each quarter
Level of Management Experience Required (Mandatory & Nice to Have) : Experience in developing and implementing call center QA programs
Department stage of development where this role sits : Scaling
Key Competencies (H, M, L)
A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field - H
At least 3 years working in a call center as a quality analyst - H
Excellent listening and analytical skills - H
Ability to demonstrate critical thinking - H
Ability to multitask and work under pressure - H
Have strong organizational, attention to detail and time management skills - H
Have an independent mind with an assertive and creative nature - H
Be a team player with strong interpersonal skills and a positive attitude - H
Proficient in Word, Excel and PowerPoint for presentations and reports required - H
Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction - H
A strong passion for co-curricular activities #tujienjoy kazini - M
Knowledge on internet service provision- M
Experience developing and implementing QA programs is highly preferred- M
Flexibility to adapt to changes in a growing organization- M
Mandatory Criteria if Any with no exceptions to hire
Must have experience working in a call center as a quality analyst
Must have led and managed at least a team of 5 agents
Must have exceptional customer service, communication and analytical skills
-
Call Center Quality Analyst at
3 weeks ago
Nairobi, Nairobi Area, Kenya Poa Internet Full timeWe believe EVERYONE in the world deserves access to the internet and affordable communications.Mission Statement for the Role:To drive a kaizen culture by providing ongoing support from a quality improvement perspective.Overall Responsibility:Implement/develop relevant service levels quality assessment guidelines. Support in training new and existing agents...
-
Call Center Quality Analyst at
3 weeks ago
Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full timeSince the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the roleThe Call Center Quality...
-
Nairobi, Kenya SunCulture Kenya Ltd Full timeSince the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent About the role The Call Center Quality...
-
Customer Service Trainee at
2 weeks ago
Nairobi, Nairobi Area, Kenya Poa Internet Full timeWe believe EVERYONE in the world deserves access to the internet and affordable communications.Mission Statement for the Role:To be the face of Poa Internet, on a daily basis for customers reaching out to us through our omnichannel customer experience channels.Overall Responsibility:Receive, document and resolve inbound requests from customers, through all...
-
Call Centre Quality Analyst at
4 weeks ago
Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full timeHCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.CALL CENTRE QUALITY ANALYSTSummaryOur client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Quality Analyst. .The quality analyst is responsible of evaluating; monitoring and...
-
Territory Sales Manager
1 month ago
Nairobi, Nairobi Area, Kenya Poa Internet Full timeMission Statement for the Role:Run a highly efficient and super motivated territory sales team to exceed targets in the designated territory and deliver month in month out.Overall Responsibility:Building, hiring, supervising and organising a territory wide Field Sales team, comprising Field Sales Representatives and Trainees . In-charge of developing and...
-
Bilingual Call Center Representative
1 month ago
Nairobi, Nairobi Area, Kenya Salix Data Full timeABOUT THE COMPANYFounded in 1999 as an imaging and content company, SALIX has expanded its operations to include full-service litigation support, business process outsourcing, and workflow automation.SALIX has a global footprint, with headquarters and sales offices in Cincinnati, Ohio, and service facilities in Kenya and India. We have worked with over 2,500...
-
Call Center QA
1 month ago
Nairobi, Nairobi Area, Kenya Jiji Full timeJiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the "Mobile App of the Year |...
-
Call Center QA
4 weeks ago
Nairobi, Nairobi Area, Kenya Jiji Kenya Full timeJiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services.Salary Range : KSh 30,000 - KSh 50,000/monthSUMMARYWe're looking for a QA Officer to boost our revenue growth...
-
Bilingual Call Center Representative
1 month ago
Nairobi, Nairobi Area, Kenya Salix Data Full timeSALIX has a global footprint, with headquarters and sales offices in Cincinnati, Ohio, and service facilities in Kenya and India. We have worked with over 2,500 of the fastest growing and most successful businesses in our region, including all local Fortune 500 companies, and many regional leaders, such as Cincinnati Children's Hospital and The Columbus...
-
Quality Assurance Analyst
4 weeks ago
Nairobi, Kenya Reeds Africa Consult Full timeABOUT THE COMPANYReeds Africa consult (RAC) offers a broad scale of Human resource services designed to provide professional supports for the growing needs of today’s corporate organizations. Our services include the entire employee life cycle in an organization from the point of recruitment, training and development, policy development, compliance...
-
Quality Assurance Analyst
4 weeks ago
Nairobi, Nairobi Area, Kenya Reeds Africa Consult Full timeABOUT THE COMPANYReeds Africa consult (RAC) offers a broad scale of Human resource services designed to provide professional supports for the growing needs of today's corporate organizations.Our services include the entire employee life cycle in an organization from the point of recruitment, training and development, policy development, compliance audits,...
-
Call Center QA
1 month ago
Nairobi, Kenya Jiji Full timeJiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the “Mobile App of the Year |...
-
Call Center Agents Job
1 month ago
Nairobi, Nairobi Area, Kenya Staffrite Full timeJob Title: Call Center AgentsHiring Organization: Lipa LaterLocation – Locality: NairobiLocation – Region: KenyaIndustry: FintechJob Type: Full TimeSalary: KES CompetitiveAbout the RoleAct as the gatekeeper of the Company, you will be our vendor's first point of contact, responsible for delivering a best-in-class support experience, handling merchant's...
-
Trade Development Representative at
1 day ago
Nairobi, Nairobi Area, Kenya Poa Internet Full timeMission Statement: Our goal is to ensure everyone worldwide has access to the internet and affordable communication. Join us in making a positive impact on individuals' lives and fostering the growth of developing countries. Responsibilities: Recruit and develop a highly efficient commission-only sales agents team to achieve organizational objectives. ...
-
Call Center QA
4 weeks ago
Nairobi, Kenya Jiji Kenya Full timeJiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Salary Range : KSh 30,000 - KSh 50,000/month SUMMARY We’re looking for a QA Officer to boost our...
-
Bilingual Call Center Representative
1 month ago
Nairobi, Kenya Salix Data Full timeSALIX has a global footprint, with headquarters and sales offices in Cincinnati, Ohio, and service facilities in Kenya and India. We have worked with over 2,500 of the fastest growing and most successful businesses in our region, including all local Fortune 500 companies, and many regional leaders, such as Cincinnati Children’s Hospital and The Columbus...
-
Quality Analyst
2 weeks ago
Nairobi, Nairobi Area, Kenya Majorel Kenya Limited Full timeABOUT THE COMPANYMajorel supports clients all over the world to successfully shape their customer relationships. More than 79,000 employees in 41 countries over 127+ sites design and implement customized solutions for this purpose (For updated numbers refer Majorel website ).We create amazing customer experiences that people value and we are proud of. By...
-
Quality Analyst at
1 month ago
Nairobi, Nairobi Area, Kenya I&M Bank Full timeI&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.JOB PURPOSE:ICube's mandate is to produce software to improve processes for both internal and external customers. To support quality delivery of the software, a Quality Analyst...
-
Call Centre Agent at
1 month ago
Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full timeHCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.Call Center AgentOur client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Center Agent. He/she's main task is to coordinate live rider operations and ensure daily...