Position Overview<\/p>\n
The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer\u2019s experience.<\/p>\n
Requirements<\/p>\n
Role and Responsibilities<\/p>\n
\u00a0Inbound<\/p>\n
\tDaily Call monitoring (Inbound & Repeat Call, CSAT)
\n\tConduct weekly calibration for the team
\n\tShare Quality & Calibration reports within set timelines
\n\tTrack monthly quality performance and share gaps as well as improvement plan
\n\tEnsure reduction of compliance issues reported by the client
\n\tConduct new hire training & refresher sessions
\n\tCommunicate performance expectations, action plans and development plans to improve call quality of the team.
\n\tConduct ticket audit
\n\tManage the team in the absence of the Team Leader<\/p>\n
Experience Profile<\/p>\n
\tAt least 6-12 Months at a BPO executive level.
\n\tExcellent communication skills, relationship building and interpersonal skills.
\n\tExcellent organizational skills and ability to prioritize and multi-task.
\n\tDemonstrable ability to supervise successfully and lead others.
\n\tAbility to work collaboratively with subordinate\u2019s peers and senior management.\u00a0
\n\tProven track record of sound business judgment and experience of change management.
\n\tProject Management demonstrated experience such as customer service, data verification and management of information systems.
\n\tProven performance record with ability to QC work with 100% accuracy.<\/p>\n
Candidate Specification – Critical Skills required for applicant<\/p>\n
\tPleasant personality, organized, well-groomed and tactful.
\n\tExcellent customer service and interpersonal skills required
\n\tExcellent communication skills, both verbal and written, required; professional presence and demeanor
\n\tAbility to maintain poise and professionalism in a fast-paced environment
\n\tAbility to interact with all levels of professionals and customers
\n\tAbility to work independently and in a collaborative environment
\n\tGood IT knowledge will be a definite advantage.
\n\tAssertive and able to manage strong personalities.<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Technobrain","_company_website":"https:\/\/technobraingroup.com\/","_company_tagline":"With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development. Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techn... read moreo Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, IT Training, Business Process Outsourcing, host of e-Government solutions and Digital products.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,717],"job-types":[687],"class_list":{"0":"post-89850","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/89850","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=89850"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=89850"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=89850"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=89850"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}