Quality Analyst
Quality Analyst
Posted on :
22-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2739543
POSITION
Title: Quality Analyst
Location: Kenya
PURPOSE OF THIS ROLE
To monitor and evaluate customer interactions in all touchpoints for quality assurance purpose.
KEY ACCOUNTABILITIES & CONTACTS
Key Performance Objectives
Operations Delivery
Tasks
1. Monitor and evaluate interactions at all touchpoints daily.
2. Provide feedback to representatives with regards to their quality performance.
3. Real time monitoring and provide trending reports hourly and feedback to agents and supervisors daily on issues noted for the day.
4. Ensure interactions evaluations show the true reflection of call/ interaction quality and sales propositions.
5. Conduct trend analysis while sharing recommendations.
6. Handle escalated queries while providing detailed synopsis of the findings.
7. Manage and monitor QA system Ensure uptime of the systems at all times.
8. Identify and contribute to quality initiatives Ops delivery
9. Evaluate and recommend processes and procedures to improve on CSAT (Customer Satisfaction).
10. Participate in CX and care projects as and when need be.
11. Ensure that the FAQs are properly cascaded to the teams to ensure compliance of the information.
Manage Feedback Sessions
Tasks
1. Identify and escalate training needs.
2. Report Deviances from Standard Operating Procedures to the relevant supervisors and managers.
3. Coach Customer Service Representatives.
4. Conduct coaching supervision to the partners Quality files.
5. Manage conflict related to QA Audits between the supervisors and the CSRS.
6. Prepare quality reports on a daily weekly and Monthly basis while clearly showing the areas of opportunity and strength.
7. Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners.
8. Conduct calibration sessions with the relevant stakeholders and ensure the feedbacks are cascaded to the customer service representatives.
9. Conduct Mystery shopping to various touchpoints to ensure compliance of flow of information to the frontline teams.
10. Govern the partner on QA processes while adhering to the set guidelines of the SOPS.
Evaluation and Reporting
Tasks
1. Completed feedback sheets.
2. Developed and Maintained evaluation criteria
3. Prepare quality reports on a daily weekly and Monthly basis while clearly showing the areas of opportunity and strength.
Requirements
QUALIFICATIONS & EXPERIENCE
The incumbent is required to have the following qualifications and experience level:
Bachelor s Degree
Minimum of 3 years experience in a call center service Industry.
Customer Service Management.
Experience at technologyoriented service firms; Mobile telephony BPO call centres etc. will be an added advantage.
Customer Service Management.
Strong leadership and team building skills.
Excellent interpersonal verbal and written communication skills.
Employment Type
Full Time
Key Skills
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