Mission Statement for the Role: 

To drive a kaizen culture by providing ongoing support from a quality improvement perspective.

Overall Responsibility: 

• Implement/develop relevant service levels quality assessment guidelines.


• Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.


•  Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.

Key SMART Results for A-Player Success

• Be proactive with customer success by driving regular audits as per the SLA expectations - By the end of Q2 2024


• Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis - By the end of Q2 2024


• Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - By the end of Q2 2024


• Increase process optimization by suggesting workflow automation/ process improvements - By the end of Q2 2024


• Deliver a world-class customer support experience by improving the available evaluation matrices - By the end of each quarter


• Improve the quality of our customer service by facilitating periodic evaluation tests - By the end of each quarter

Level of Management Experience Required (Mandatory & Nice to Have)

Experience in developing and implementing call center QA programs

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field - H


• At least 3 years working in a call center as a quality analyst - H


• Excellent listening and analytical skills - H


• Ability to demonstrate critical thinking - H


• Ability to multitask and work under pressure - H


• Have strong organizational, attention to detail and time management skills - H


• Have an independent mind with an assertive and creative nature - H


• Be a team player with strong interpersonal skills and a positive attitude - H


• Proficient in Word, Excel and PowerPoint for presentations and reports required - H


• Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction - H


• A strong passion for co-curricular activities #tujienjoy kazini - M


• Knowledge on internet service provision- M


• Experience developing and implementing QA programs is highly preferred- M


• Flexibility to adapt to changes in a growing organization- M

Mandatory Criteria if Any with no exceptions to hire

• Must have experience working in a call center as a quality analyst


• Must have led and managed at least a team of 5 agents


• Must have exceptional customer service, communication and analytical skills