Call Center Quality Analyst at SunCulture Kenya Ltd
SunCulture
- Kenya
- Permanent
- Full-time
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- Company:
- Location: Kenya
- State:
- Job type: Full-Time
- Job category:
- Conduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
- Evaluate customer service representatives’ performance using predefined quality metrics.
- Identify trends and patterns in customer interactions to pinpoint areas for improvement.
- Provide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
- Collaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
- Create personalized improvement plans for representatives to address specific performance gaps.
- Utilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
- Prepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.
- Relevant Bachelor’s degree
- At least 3 years in a call center with experience as a Quality Analyst
- Familiarity with call center operations, processes, and customer service principles.
- Excellent attention to detail and strong analytical skills.
- Effective written and verbal communication skills
- Proficiency in using call monitoring and quality management tools.
- Critical thinker with a proactive approach to problem-solving.
- Ability to work independently and as part of a collaborative team.
- Strong organizational skills and the ability to manage multiple priorities
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