Our client is a new entrant into the Kenyan market offering an online lending platform. They seek to hire a Quality Analyst Specialist.

Gross Salary:  Competitive

Responsibilities

1. Perform Quality Assurance Evaluations and using the evaluation feedback to coach the agents


2. Develop evaluation programs and Communicate performance standards and metrics to the team


3. Communicate and manage expectations for quality and accuracy of work.


4. Identify variances and create effective plans to address gaps.


5. Identify training needs for the team and assist in the associated planning activities.


6. Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance.


7. Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.


8. Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for development.


9. Develop the training plan and train new agents as part of the induction process.


10. Monitoring agents performance to deliver valuable data that can help with the modification of agent behavior, sales performance, and improving the customer experience.


11. Provide information to management regarding campaign performance as well as industry trends that may impact the company services.

Qualifications

• Bachelor’s Degree


• Minimum of 3 years of experience performing Quality Assurance in a contact center environment in all multiple channels (phone, chat, e-mail, social media)


• Experience developing and implementing QA programs highly preferred


• Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction


• Exceptional listening and analytical skills


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


• Telemarketing/Sales force experience in financial sector preferred


• Good knowledge of MS Office


• Good knowledge of new products on the market in the area of marketing (including digital marketing)


• High energy and enthusiasm


• Fluent in English


• Experience in financial services a plus

Kindly indicate current/last salary on your CV

N.B: We do not charge any fee for receiving your CV or for interviewing. 

Only candidates short-listed for interview will be contacted.

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