Quality Analyst

3 weeks ago

Nairobi, Nairobi Area, Kenya Majorel Kenya Limited Full time

ABOUT THE COMPANY

Majorel 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 combining talent, data, and technology, we deliver real impact for our partners. Today's rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability, and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it's the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

JOB SUMMARY

QUALITY ANALYST

RESPONSIBILITIES

QUALITY ANALYSTRESPONSIBILITIES * Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement. Maintain quality reports at Agent and Team level. * Email communication with the Client, regarding Quality Measures. Maintain and develop internal support and call centre quality standards. * Review a subset of content moderators work including videos, photos, audios, and comments in line with policy guidelines. Assess support interactions based on internal standards. * Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings. * Analyse content moderation metrics (e.g., accuracy, false positives, false negatives, leakages) and how the support teams performance affects those KPIs. * Create strategies to improve support KPIs. * Help agents improve their performance with specific instructions and constant support Map the need for training and onboarding programs and initiate these projects. * Monitor content moderation performance on a moderators and team level Create reports that reflect support performance. * Report support teams performance to higher-ups. * Participate in calibration sessions to maintain consistency in internal evaluations Contribute to the team culture in a positive manner.REQUIREMENTS * Degree/Diploma in any field * Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills. * Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback. * Good organizational skills, knowledgeable in goal-setting practices. * Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those. * Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote). * Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team. * Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance. * Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills

REQUIRED SKILLS

Written communication, Verbal communication, Customer service, Time management, Customer support, CRM systems, Listening, Problem solving

REQUIRED EDUCATION

Diploma, Associate's degree

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