As a senior QA officer, you’ll:
Monitor calls to make sure agents follow company guidelines and solve customer needs.
Engage with agents by conducting training, coaching, and mentorship programs so they fully understand the QA metrics.
Assist in preparing and distributing QA documents to call center agents.
Conduct call audits to spot areas of improvement and monitor agent performance based on QA metrics.
Plan and schedule QA training, oneonone coaching, and calibration sessions.
Assess agents’ monthly performance under the supervision of the QA manager.
Improve overall call center efficiency by enhancing agents’ behaviors, sales performance, and customer experience through training.
Monitor compliance including communication skills, script adherence, problemsolving, sales skills, and customer retention.
Attend and actively participate in QA meetings.
Provide weekly reports to the QA Manager on call audits and make recommendations for improvement.
You’ll thrive in this role if you have:
Over 1 year of experience as a QA executive in a busy outbound call center.
Proficiency in Excel, Gsuite, emailing, and PowerPoint presentations.
Excellent data collection and analysis skills.
Excellent interpersonal skills.
A degree or diploma in any field.
Ready to join us? Send your CV and portfolio to hr@jiji.co.ke using the job title as the subject of your email.
Apply via :
hr@jiji.co.ke
