Call Center Quality Analyst at

1 month ago

Nairobi, Nairobi Area, Kenya Poa Internet Full time

We strongly believe that everyone worldwide should have access to the internet and affordable communication.



Mission Statement for this Role:
Drive a culture of continuous improvement by providing consistent support from a quality enhancement perspective.

Main Responsibilities:
- Implement and develop relevant guidelines for assessing service quality levels
- Assist in training both new and current agents on product knowledge and the expected service standards, conducting refresher sessions when necessary
- Produce regular quality-driven reports based on customer feedback and quality metrics, identifying performance gaps related to processes, products, and service delivery, and suggesting ways for improvement

Key SMART Outcomes for Successful Performance:
- Proactively ensure customer success through regular audits in line with SLA expectations by Q2 2024
- Maintain a high-performing customer support team by identifying training needs through analysis and providing refresher training as needed by Q2 2024
- Transform our representatives into a top-tier customer service team by monitoring their performance and addressing any gaps by Q2 2024
- Enhance process efficiency by recommending workflow automation and process enhancements by Q2 2024
- Deliver exceptional customer support experience by enhancing evaluation criteria by the end of each quarter
- Enhance the quality of customer service by conducting regular evaluation assessments by the end of each quarter

Required Management Experience Level: Experience in creating and executing call center quality assurance programs

Department Stage: Scaling

Key Competencies:

- Bachelor's degree in Communications, Social Sciences, Public Relations, or relevant fields - High
- Minimum of 3 years of experience as a quality analyst in a call center - High
- Strong listening and analytical skills - High
- Ability to exhibit critical thinking - High
- Capability to multitask and thrive under pressure - High
- Strong organizational, attention to detail, and time management abilities - High
- Independent thinker with assertiveness and creativity - High
- Strong team player with excellent interpersonal skills and a positive mindset - High
- Proficiency in Word, Excel, and PowerPoint for presentations and reports - High
- Excellent written and verbal communication skills, with high proficiency in grammar, spelling, and sentence structure - High
- Enthusiasm for extracurricular activities and a passion for work - Medium
- Knowledge of internet service provision - Medium
- Experience in developing and implementing QA programs is advantageous - Medium
- Flexibility to adapt to organizational growth changes - Medium

Mandatory Requirements:

- Prior experience as a quality analyst in a call center
- Leadership experience managing a team of at least 5 agents
- Exceptional customer service, communication, and analytical skills

  • Call Center Quality Analyst at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since 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...

  • Call Center Quality Analyst at

    2 months ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since 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...

  • Call Centre Quality Analyst at

    2 months ago

    Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full time

    HCS 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...

  • Call Centre Quality Analyst at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full time

    HCS 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...

  • Call Centre Quality Analyst at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya HCS Affiliates Group Full time

    HCS 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...

  • Call Center Teamleader at

    1 month ago

    Nairobi, Nairobi Area, Kenya Ital Global Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendAbout the Client:A leading private...

  • Call Center Teamleader at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Ital Global Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendAbout the Client:A leading private...

  • Call Center Teamleader at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Ital Global Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendAbout the Client:A leading private...

  • Call Center Agent

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Vector pro Full time 15,000 - 20,000 per month

    Join Our Team as a Call Center Agent We are in search of a proficient call center agent to be part of our dynamic team, responsible for handling a significant number of incoming and outgoing calls. The right candidate will demonstrate the ability to swiftly learn and internalize scripts, adjusting them when challenges arise during calls. This role involves...

  • Call Center QA

    3 months ago

    Nairobi, Nairobi Area, Kenya Jiji Full time

    Jiji 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

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Jiji Full time

    Jiji 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 Full time

    Jiji 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

    2 months ago

    Nairobi, Nairobi Area, Kenya Jiji Kenya Full time

    Jiji 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...

  • Call Center QA

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Jiji Kenya Full time

    Jiji 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...

  • Call Center QA

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Jiji Kenya Full time

    Jiji 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

    3 months ago

    Nairobi, Nairobi Area, Kenya Salix Data Full time

    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 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...

  • Bilingual Call Center Representative

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Salix Data Full time

    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 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...

  • Call Center Operators at

    3 days ago

    Nairobi, Nairobi Area, Kenya Dial Afrika Full time

    Dial Afrika helps businesses define the future of work, and improve team Efficiency, Productivity, and output all while understanding their customer behavior through our omnichannel customer support tool.QUALIFICATIONSAt least 2 years call center experience. Ready to comfortably work shifts. Passionate and ready to start working immediately.

  • Call Center Agents Job

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Job 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...

  • Call Center Agents Job

    3 months ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Job 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...