RESPONSIBILITIES
The following are duties you will be responsible for:
Developing evaluation metrics and programs that assess the product knowledge and problem resolution ability of call center managers
Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
Agent engagement through developing training, coaching and mentorship programs so agents fully understand the QA metrics, monitoring their KPI’s acknowledging them for their achievements and teaching them organization objectives
Assess agent’s performance monthly working closely with the call center leadership team and HR department
Be a strategic partner in the Learning and development of call agents and leadership by providing training gaps identified monthly through call quality reports
Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience
Compliance monitoring from agent’s communication skills, following scripts, problem solving ability, sales negotiation and closing skills and ensure agents conduct themselves in a professional manner
Drive innovation and ensure optimization of processes by continuously improving the existing process leading to improved efficiency in doing work and achieving results.
Managing a team of QA officers, ensure they have adequate knowledge of the QA metrics, have proper knowledge of Jiji services and how to handle coaching sessions
REQUIREMENTS
We believe that you will succeed better if you possess the following:
2 -3 years’ experience as a Quality Assurance Manager or Senior QA officer in a busy call center
Bachelor’s degree in Communication or Business-related field
Exceptional listening and analytical skills
Good knowledge of customer service practices
Knowledge in developing QA metrics and procedures
Be customer oriented
Have excellent interpersonal skills
Be able to make responsible and effective decisions
Be able to work on own initiative
Be able to meet targets and handle high pressure environment
TO START THIS CONVERSATIONPlease send your CV to hr@jiji.co.ke using the job title as the subject of your email. We look forward to speaking with you more about this opportunity
Apply via :
hr@jiji.co.ke
