Position Reporting to: Quality Analyst Supervisor
Responsibilities
The quality assurance analyst is responsible for:
Evaluating, monitoring and developing overall CSR performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service.
The QA analyst will implement quality assurance objectives and processes, monitor and evaluate testing results against the predetermined objectives, and apply recommended actions for improvements.
Key Roles:
Ensure staff adheres to set out service line processes and procedures as per client expectations.
Listen and evaluate a pre-determined number of calls, social media interactions and emails per CSR in a week for all CSRs assigned to ensure that quality standards are met.
Evaluate the shops CSR by making call outs to customers who have visited the shops within the week.
Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs.
Analyse QA performance trends and conduct pre-determined daily coaching sessions of 15mins each with CSRs while providing effective developmental feedback.
Schedule weekly performance meeting with Team leaders and:
Evaluate a pre-determined minimum number of live call evaluations to help drive correct call handling procedures.
Provide QA feedback and actions to drive CSR behaviour and Quality improvement.
Provide QA feedback on previous day performance in pre-shift meeting.
Compile weekly testing process on Call flow, products and objection handling and complaints handling based on QA results generated.
Assist Team leaders with floor coverage to provide CSRs with support on customer queries and handling escalated calls.
Provide support to new CSRs during the nesting period by scheduling coaching sessions.
Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
Provide feedback to the QA Supervisor on areas that will improve quality, productivity and procedures.
Plan and participate in the refresher trainings of the same.
Participate in other duties and activities as requested.
Key Performance Indicators:
Help Achieve Support Center SLA’s
Prerequisite: Score an average of 10 calls per agent across the team for the Month.
First Call Resolution: Empower the team with proper coaching and training, target 90% FCR
QA Compliance: Achieve 90% QA deliverables on Fiber teams
Qualifications
A Bachelor’s degree in in any of these fields: Telecommunications, Computer Technology, Computer Science, Information Technology.
Fluent in the English and Kiswahili Language (neutral and clear accent)
Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
At least 2 years of Customer Service experience, with at least 2 years in leadership a position Comprehensive knowledge of service line
Key Performance Indicators
Good understanding of Performance Management Program
Extremely detail oriented
Motivated, goal oriented, persistent and a skilled negotiator
High level of initiative and work well in a team environment
Excellent written and oral communication skills
Handles stressful situations and deadline pressures well
Plans and carries out responsibilities with minimal direction
General management, organizational and time management skills required.
Committed to quality, customer service, equal opportunities and diversity, best practice and best value.
Other Vital Qualities
Attention to detail, good numerical skills and exceptional listening skills.
Excellent Coaching Skills
Ability to maintain confidentiality of information
Excellent interpersonal and communication skills
Excellent organizational skills
Ability to work in a strict deadline driven environment
Maintains healthy team dynamics through well-developed conflict management skills
