Brief Description
Reporting to the Quality Assurance & Training Manager, the ideal candidate will be responsible for ensuring that customer interactions are aligned with business goals, identify common customer issues, improve customer experience, and help standardize communication processes with customers while measuring and evaluating the performance of the Customer Excellence Agents and the Team Leaders who come in direct contact with the company’s customers. He/she will also ensure the implementation of the CEC Quality Assurance programme and that the CEC agents are adhering to the set standards, procedures and policies of Kenya Airways while offering the highest level of service.
Detailed Description
Use Quality monitoring data management systems in place to compile and track performance at team and individual levels.
Perform continuous audits on both inbound and outbound calls, social media, chat, and email responses.
Up skill current and new hires by conducting orientation sessions and arranging on-the-job training.
Enhance current and new agents’ product knowledge, reservations systems, omni channels, KPIs and expected service level standards by performing
refresher trainings on KQ products or services.
Mentor, Coach and train any inconsistent performers on their areas of weaknesses to achieve company and career goals.
Act as the go-to within the business for anyone with questions or queries regarding training and development plans at the CEC.
Give timely performance feedback impacting on service level quality to CEC Agents and address areas of improvement with CEC Team leaders.
Identify product and service quality gaps and provide guidance on how to address them in a timely manner to ensure efficiency and alignment with best practices.
•Ensure training files are updated and records of training assessments and participant attendance are up to date.
Participate in the review of Customer Excellence Centre policies and procedures as well as improvements in the service level standards and drive awareness and adherence by all customer excellence Centre staff.
Generate reports for management attention on Quality KPIs.
Review and compile documentation before and after internal audits and implement corrective action plans.
Job Requirements
Diploma in IATA Travel and Tourism.
Minimum C (plain) in KCSE
Bachelor’s degree is an added advantage
Minimum of 7 years’ experience in the airline industry 3 of which must be in Training or Sales &Ticketing.
Minimum of 2 years’ work experience in a Trainer role.
Certification in Airline reservation systems and management skills training.
Certification in Instructional techniques / design and Quality management systems.
Excellent demonstrable knowledge of customer excellence Centre SOPs.
A team player with strong interpersonal skills and a positive attitude.
Excellent communication, problem solving and interpersonal skills as well as excellent report writing skills.
Must be a person of unquestionable integrity.
Additional Details
Teamwork / team player.
Results oriented.
Customer focused.
Attention to detail.
Planning and Organizational skills
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