Jiji Quality Assurance (QA) Officer Job in Kenya 2021

  • Published date: August 10, 2021
  • Category: Quality Control & Assurance
    • Location: Nairobi, Nairobi
  • Jop type:
  • Salary: Ksh Not mentioned
  • Company name: Jobs in Kenya

Job Description

Job Title: Quality Assurance (QA) Officer


Company Profile: Jiji.co.ke is the no 1 online marketplace in Kenya! Join Jiji now and become a part of Pan-African
Company having a presence in 5 African Countries.


Take the opportunity to join the fast-growing and leading online marketplace in Kenya.


We are looking for a call center Quality Assurance (QA) Officer to assess the quality of the performance of our call center agents.


Key responsibilities & deliverables;



  • Listen in on outgoing calls to ensure excellent customer service, effective product presentation and giving feedback

  • Probe agents before and after calls to identify missed opportunities for conversion, information requests etc.

  • Monitor Agents’ product knowledge, ability to handle objections and call closure

  • Suggesting, addressing and discussing issues and proposed solutions with Support Team and superiors

  • Conduct periodic trainings to Agents on product knowledge and communication skills

  • Documenting quality assurance activities including audited calls

  • Compile and track performance of individual Agents

  • Participating in design & improvement of call monitoring formats and quality standards.

  • Documenting call behaviors and giving relevant and constructive feedback to individual Agents.

  • Champion best practices on calls and drive for changes that will improve the overall customer experience.

  • Update procedures and scripts based on customer response and changing business needs.

  • Audit, document and give feedback on Agents Call Later, Call Done without attempts

  • Any other duties assigned to you by management.


Academic Qualifications and Skills



  • 1-year experience in QA in a busy call center environment

  • Fluent in Luganda both speaking and listening is preferred

  • Excellent data collection and analysis skills

  • Strong attention to details

  • Excellent interpersonal skills

  • Degree/ Diploma in a related field.


Why work for us



  • New age company with fast career growth

  • Competitive salary and bonuses

  • Staff transport to and fro work daily

  • Interact with creative minds from all over the world

  • Engaging employee engagement activities, monthly TGIF, thematic Friday’s, out of office experiences

  • Modern work environment


Salary: Negotiable


Interested


Send us your detailed resume to hr@jiji.co.ke with the subject line QUALITY ASSURANCE (QA) OFFICER

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