Quality Assurance Representative

2 days ago

Nairobi, Nairobi Area, Kenya CDL Full time 120,000 - 180,000 per year

Job SummaryWe are a blue chip company, a leader in the broadcastingmedia sector. Due to expansion and growth, the following position has risen inour organization. Reporting to the Quality Assurance and Training Manager, theincumbent will be responsible for doing evaluations on each representative in variousfunctions and be able to give constructive feedback and coaching with a view toenhancing customer experience. Key Outputs· (Products, services, programs and informationwhich the individual must provide to external individuals or groups, or oneanother to accomplish the organization's mission and strategy)· Monitor and evaluate touchpoint representatives(where possible)· Provide feedback to representatives with regardsto their quality performance· Complete feedback sheets· Identify and escalate training needs· Report Deviances from Standard OperatingProcedures to Supervisors· Coach CSRs· Managed conflict related to QA Audits.· Evaluate and recommend processes and proceduresof Operations Divisions· Conduct trend analysis· Develop and Maintain evaluation criteria· Handle escalated queries· Manage and monitor QA system· Identify and contribute to quality initiatives–Ops delivery· Prepare quality reports· Regularly report to the various functional teamson employee performance evaluations· Specific to observations conducted throughquality monitoring and screening activities.· Trend Analysis· Developed and maintained evaluation criteria· Researched quality standards· Documented gaps identified from QA evaluationsin CDI ratings vs. QA ratings RequirementsCOMPETENCIES &EXPERIENCE · Minimum first degree in social sciences or abusiness related field· An additional focused Call Centre qualificationand/or Diploma in Customer Services Management will be an added advantage· 3 years of working experience at the Call Centreor in the Service Industry with some supervisory level experience· Experience at technology oriented service firms;Mobile telephony, BPO call centres, be an added advantage· Excellent interpersonal skills· Ability to motivate to produce results· Excellent oral and written communication skills· Dependability· Multi -tasking· Knowledge· Track record of competence in Operations· Systems knowledge· Technical knowledge· Marketing knowledge· Company's Business knowledge· Knowledge of Customer Care business processes Skills· Coaching· Written and Verbal communication (letterwriting, report writing)· Computer skills (MS Word, Excel, PowerPoint)· Problem solving and decision making· Planning and organizing· Attention to detail· Team work· Trend analysis· Motivating· Sound Interpersonal skills· Patience· Assertiveness· Conflict Management· Idea generation· Ability to deliver under pressurePersonal Qualities· Achievement Orientation· Customer and service orientation· Self confidence· Self -motivated / Independent NB Candidates should have experience working for CCI or Calltronix, 

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