Contact Center Quality Assurance

23 hours ago

Nairobi, Nairobi Area, Kenya Sun King Full time 600,000 - 1,200,000 per year
Contact Center Quality Assurance & Learning Assessor - Kenya

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: Kenya


Description
Location: Kenya

About the role:
We are looking for a Quality Assurance & Learning Assessor who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers. The assessor will ensure that customers are satisfied with the service offered and have a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

What you would be expected to do:
  • Assess agents' call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
  • Conduct training/calibration sessions to maintain consistency in customer interactions and
    process compliance accompany evaluations with meaningful and constructive feedback
  • Examine all customer interaction and experience metrics, providing insights on interaction
    trends, process compliance, and team improvement areas.
  • Ensure regular training content development from training needs assessment derived from
    insights and changing business.
  • Work with the management team to identify and deliver positive change and business
    efficiencies and highlight operational risks and areas for improvement.
  • Ensuring all clients are served within required timelines by reviewing and giving feedback on
    improvement areas for existing processes and policies to cater to customer satisfaction
  • Regularly keep performance metrics results in check and ensure adequate performance
    evaluation engagements (One to One), highlighting concerns that impact team performance.

You might be a strong candidate if you:
  • Have 2-3 years of Call Center / Quality Assessor Experience.
  • Hold a bachelor's Degree in a Communication or Business-related field.
  • Are passionate about positively impacting the lives of rural consumers.
  • Are a strong team player with great people skills to mentor your team to deliver on expectations.
  • Are comfortable working with PowerPoint and MS Excel
  • Have outstanding customer service skills and dedication to providing exceptional customer care.
  • Have exceptional listening skills.
  • Have good knowledge of customer relationships or customer service practices.
  • Can adapt well to change and successfully set and adjust priorities as needed

Benefits
  • Professional growth in a dynamic, rapidly expanding, high-social-impact industry
  • An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
  • A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
  • Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.  We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.

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