Quality Assurance Lead 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 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

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