Call Centre Quality Analyst at HCS Affiliates Group
HCS Affiliates Group
- Kenya
- Permanent
- Full-time
- Plan, perform and oversee audits on RTO processes to ensure the quality deliverable.
- Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
- Interpret and comply with company quality standards.
- Follow the procedures of sampling and guidelines for collection and reporting quality data.
- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
- Provide coaching inputs to the Supervisor and HQ in order to maximize agents' efficiency and quality.
- Report on results of quality audits.
- Assist the OCC team when need be.
- Any other task related to operations.
- Undergraduate degree in Business/Social Science related field
- Experience of 3-5 years in a similar role.
- Be able to work under pressure and track thousands of movements every day
- Very good command of English, both written and spoken
- Proficient in MS Office, G-docs and call centre equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
- Positive and patient
- Ability to multitask is highly recommended
- Ability to learn quickly and adopt to a fast-paced environment
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