Job Description

Wananchi Group (K) Ltd

Job Title: Quality Analyst

Department: Customer Experience – Zuku Fiber

Location: Nairobi

Position Reporting to: Manager – Businee Analyst

Job Purpose / Summary: Reporting to Billing and Quality Team Leader, the Quality Analyst is expected to turn data into information and information into insights to guide business decisions and monitor, document call quality in support of the departmental quality goals and initiatives.

The Analyst will conduct full operations lifecycle activities to include requirements analysis, design, develop analysis and reporting capabilities with continuous monitoring of performance and evaluates both verbal and written customer contact by Agents.

Key Roles:

Key Performance Indicators:

• Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives.


• Monitor agent’s calls by reviewing emails for accuracy of information and call handling standards with solutions to customers.


• Deliver coaching feedback to agents on call and email performance by Providing Supervisors and the Manager with regular performance feedback on the agents.


• Interpret data, analyze results using statistical techniques and provide ongoing reports.


• Identify, analyze, and interpret trends or patterns in complex data sets.


• Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner


• Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality


• Acquire data from primary or secondary data sources and maintain databases/data systems


• Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning


• Work closely with management to prioritize business and information needs


• Ensure there is a recovery plan on data relating to customer support operations


• Manage the information systems through defining data entry & extraction points


• Provide customer support and assistance in issue troubleshooting and resolution

Key Performance Indicators:

Experience & Background Needed

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


• Proven ability to achieve and maintain departmental quality standards


• Professional demeanor, dependable, and able to maintain confidential information


• Good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency


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


• Exceptional listening, analytical skills, ability to train and develop support agents.


• Strong knowledge of customer care processes and techniques


• Flexible, detailed, and able to successfully adapt to change.


• Ability to work independently.


• 2 years’ experience in a large 24/7 customer support operation, preferably in ICT environment.


• Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment


• Experience in data analysis, reporting, planning and presenting findings


• Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc) data mining and segmentation techniques


• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy


• BS in Mathematics, Economics, Computer Science, Information Management or Statistics

How to Apply

Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 10th August 2022.

The subject line on the application should be Quality Analyst

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

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