Call Center Quality Analyst at Poa Internet

• Company:
• Location: Kenya
• State:
• Job type: Full-Time
• Job category:

• Implement/develop relevant service levels quality assessment guidelines.
• Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.
• Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.

• Be proactive with customer success by driving regular audits as per the SLA expectations – By the end of Q2 2024
• Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis – By the end of Q2 2024
• Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps – By the end of Q2 2024
• Increase process optimization by suggesting workflow automation/ process improvements – By the end of Q2 2024
• Deliver a world-class customer support experience by improving the available evaluation matrices – By the end of each quarter
• Improve the quality of our customer service by facilitating periodic evaluation tests – By the end of each quarter

• A bachelor’s degree in Communications, Social Sciences, Public Relations or any other relevant field – H
• At least 3 years working in a call center as a quality analyst – H
• Excellent listening and analytical skills – H
• Ability to demonstrate critical thinking – H
• Ability to multitask and work under pressure – H
• Have strong organizational, attention to detail and time management skills – H
• Have an independent mind with an assertive and creative nature – H
• Be a team player with strong interpersonal skills and a positive attitude – H
• Proficient in Word, Excel and PowerPoint for presentations and reports required – H
• Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction – H
• A strong passion for co-curricular activities #tujienjoy kazini – M
• Knowledge on internet service provision- M
• Experience developing and implementing QA programs is highly preferred- M
• Flexibility to adapt to changes in a growing organization- M

• Must have experience working in a call center as a quality analyst
• Must have led and managed at least a team of 5 agents
• Must have exceptional customer service, communication and analytical skills

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