Our client, a leading Micro-finance in Kenya is seeking to hire a Call centre quality assurance analyst. The ideal candidates will be responsible for evaluating, monitoring and developing overall call center agent performance while ensuring the quality of all customer support activities meets the organization’s standards and expectations. The successful candidate must have Minimum of 3 years’ experience as a quality assurance analyst in a busy call center department and 2 years’ experience as a call center agent.

Key Requirements:

• Listen and evaluate a predetermined number of calls per agent in a week for all agents assigned while ensuring that quality standards are met.
• Ensure staff adhere to set out service line processes and procedures as per organization’s expectations.
• Analyze quality assurance performance trends and conduct predetermined daily coaching sessions with each agent while providing effective developmental feedback.
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards to ensure that each and every member of the team is updated on their quality performance.
• Schedule weekly performance meeting with the team to provide quality assurance feedback and actions to drive agent behavior and quality improvement.
• Provide feedback to the head of departments (line managers) on areas that will improve quality, productivity and procedures
• Provide support to new agents during the nesting period by scheduling coaching sessions.
• Assist team leaders with floor coverage to provide agents with support on customer queries and handling escalated calls.

Qualifications:

• Relevant Bachelor’s degree.
• Minimum 3 years’ experience as a call center quality assurance analyst in a busy call center department and 2 years working experience as a call center agent.
• People management skills.
• Problem solving and decision-making skills.
• Good understanding of Performance Management Programme.
• Good report writing skills.
• Excellent analytical skills.
• Ability to gather market intelligence.
• Ability to work under pressure.
• Good leadership and Presentation