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Open nowPosted 262 days ago

Quality Co-ordinator/Quality Analyst

Techno Brain Group30 open roles

Where
Nairobi, Kenya
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Your applicationOpen nowQuality Co-ordinator/Quality AnalystTechno Brain Group · Nairobi, Kenya

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. Techno Brain Group postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 262 days ago

Techno Brain Group median: 1 days open

The posting

Position Overview The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer’s experience. Requirements Role and Responsibilities Inbound I. Daily Call monitoring (Inbound & Repeat Call, CSAT) II. Conduct weekly calibration for the team III. Share Quality & Calibration reports within set timelines IV. Track monthly quality performance and share gaps as well as improvement plan V. Ensure reduction of compliance issues reported by the client VI. Conduct new hire training & refresher sessions VII. Communicate performance expectations, action plans and development plans to improve call quality of the team. VIII. Conduct ticket audit IX. Manage the team in the absence of the Team Leader Key Performance Indicators: # KPI Target 1 Call Quality 90% 2 CSAT score 88% 3 Ticketing Accuracy 100% 4 Call script adherence 100% 5 Process Compliance 100% 6 Agents Product knowledge 100% 7 Average Handling time 180 secs Experience Profile I. At least 6-12 Months at a BPO executive level. II. Excellent communication skills, relationship building and interpersonal skills. III. Excellent organizational skills and ability to prioritize and multi-task. IV. Demonstrable ability to supervise successfully and lead others. V. Ability to work collaboratively with subordinate’s peers and senior management. VI. Proven track record of sound business judgment and experience of change management. VII. Project Management demonstrated experience such as customer service, data verification and management of information systems. VIII. Proven performance record with ability to QC work with 100% accuracy. Candidate Specification - Critical Skills required for applicant Pleasant personality, organized, well-groomed and tactful. Excellent customer service and interpersonal skills required Excellent communication skills, both verbal and written, required; professional presence and demeanor Ability to maintain poise and professionalism in a fast-paced environment Ability to interact with all levels of professionals and customers Ability to work independently and in a collaborative environment Good IT knowledge will be a definite advantage. Assertive and able to manage strong personalities.

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