Quality Assurance Representative

22 hours ago

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

We are a blue chip company, a leaderin the broadcasting media sector. Due to expansionAnd growth, the following positionhas risen in our organization.Reporting to the Quality Assuranceand Training Manager, the incumbent will beResponsible for doing evaluations oneach representative in various functions and be able toGive constructive feedback andcoaching with a view to enhancing customer experience. Key Outputs(Products, services, programs andinformation which the individual must provide to externalIndividuals or groups, or oneanother to accomplish the organization's mission and strategy)· Monitor and evaluate touchpointrepresentatives (where possible)· Provide feedback to representativeswith regards to their quality performance· Complete feedback sheets· Identify and escalate trainingneeds· Report Deviances from StandardOperating Procedures to Supervisors· Coach CSRs· Managed conflict related to QAAudits.· Evaluate and recommend processesand procedures of Operations Divisions· Conduct trend analysis· Develop and Maintain evaluationcriteria· Handle escalated queries· Manage and monitor QA system· Identify and contribute to qualityinitiatives –Ops delivery· Prepare quality reports· Regularly report to the variousfunctional teams on employee performance evaluationsSpecific to observations conductedthrough quality monitoring and screening activities.· Trend Analysis· Developed and maintained evaluationcriteria· Researched quality standards· Documented gaps identified from QAevaluations in CDI ratings vs. QA ratings RequirementsCOMPETENCIES &EXPERIENCE · Minimum first degree in socialsciences or a business related field· An additional focused Call Centrequalification and/or Diploma in Customer ServicesManagement will be an addedadvantage· 3 years of working experience atthe Call Centre or in the Service Industry with some      Supervisory level experience· Experience at technology orientedservice firms; Mobile telephony, BPO call centers, etc.     Will be an added advantage· Excellent interpersonal skills· Ability to motivate to produceresults · Excellent oral and writtencommunication skills· Dependability· Multi -tasking Knowledge· Track record of competence inOperations· Systems knowledge· Technical knowledge· Marketing knowledge· Business knowledge· Knowledge of Customer Care businessprocessesSkills· Coaching· Written and Verbal communication(letter writing, 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

  • Quality Assurance Representative

    22 hours ago

    Nairobi, Nairobi Area, Kenya CDL Full time 1,200,000 - 2,400,000 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...

  • quality assurance representative

    1 week ago

    Nairobi, Nairobi Area, Kenya Career Directions Limited (CDL) Full time 300,000 - 600,000 per year

    We are a blue chip company, a leader in the broadcasting media sector. Due to expansionAnd growth, the following position has risen in our organization.Reporting to the Quality Assurance and Training Manager, the incumbent will beResponsible for doing evaluations on each representative in various functions and be able toGive constructive feedback and...

  • quality assurance representative

    5 days ago

    Nairobi, Nairobi Area, Kenya Career Directions Limited (CDL) Full time 1,200,000 - 2,400,000 per year

    Job SummaryWe are a blue chip company, a leader in the broadcasting media sector. Due to expansion and growth, the following position has risen in our organization. Reporting to the Quality Assurance and Training Manager, the incumbent will be responsible for doing evaluations on each representative in various functions and be able to give constructive...

  • Quality Assurance Manager

    5 days ago

    Nairobi, Nairobi Area, Kenya Tropical Heat Group Full time 1 - 2 per year

    Company DescriptionTropical Heat is a global brand renowned for its extensive product range, including spices, seasonings, snacks, and cereals, crafted to deliver quality and passion. Our products are enjoyed across 20 countries, including East Africa, the UK, the USA, Australia, and others. At Tropical Heat, we celebrate taste and passion, delivering...

  • Quality Assurance Officer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya ICEA LION Group Full time 1,200,000 - 2,500,000 per year

    JobSummaryThe Quality Assurance (QA) Officer ensures high customer service standards and efficient operations across the Contact Centre and all customer interaction points. The role involves monitoring service quality, reviewing customer feedback, ensuring adherence to business processes, and supporting continuous staff training and coaching to enhance...

  • Quality Assurance Officer

    22 hours ago

    Nairobi, Nairobi Area, Kenya Shortlist Full time 1,200,000 - 2,400,000 per year

    Overall ObjectiveEnsure the products and feature developed adhere to the defined software requirements.Assessing software quality by designing and implementing software testing processes.Hunt bugs, identify issues, report them, and manage the resolution process and release of software and features. Provide feedback loop to the development teams, product...

  • Retail Credit Quality Assurance Officer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya HFC Kenya Full time 1,200,000 - 3,600,000 per year

    HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Retail Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.The Retail Credit Quality Assurance Officer will be responsible for...

  • Associate Director, Global Quality Assurance

    2 weeks ago

    Nairobi, Nairobi Area, Kenya IAVI Full time 1,500,000 - 3,000,000 per year

    Position DescriptionJob Title: Associate Director, Global Quality AssuranceLocation: Nairobi, Kenya, Cape Town, South Africa; Remote-South Africa, Remote-Uganda, Remote-Nigeria, New York, New York; US - Remote Considered; United Kingdom – Remote; OR Amsterdam, NetherlandsReporting to:Senior Director, Clinical Quality Assuranc**ePosition Summar**y:Are you a...

  • Quality Analyst

    22 hours ago

    Nairobi, Nairobi Area, Kenya APEX COLLECTIONS AFRICA Full time 1,200,000 - 2,400,000 per year

    Company Description Apex Collections Africa Limited provides professional receivable management solutions forboth financial and commercial markets and focus on maximizingclients' cash flow management and credit control aspects. Job Description Key ResponsibilitiesQuality Assurance and Monitoring• Monitor and evaluate inbound and outbound calls, emails,...

  • Lead Quality Assurance Engineer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Vyntra Global Full time 1,500,000 - 2,500,000 per year

    At Vyntra, we help financial institutions across the world fight fraud, prevent money laundering, and gain full visibility of every transaction. Our AI-powered platform combines advanced fraud detection with large-scale transactional data observability, giving banks the tools to build trust and stay compliant.As ourLead QA Engineer, you will play a critical...