About the role:<\/p>\n
The Call Center Quality Analyst(QA) is responsible for assessing the quality of the performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email and Social Media responses to assess the team members\u2019 demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing and assessing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.<\/p>\n
Key Responsibilities:<\/p>\n
\tConduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
\n\tEvaluate customer service representatives’ performance using predefined quality metrics.
\n\tIdentify trends and patterns in customer interactions to pinpoint areas for improvement.
\n\tProvide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
\n\tCollaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
\n\tCreate personalized improvement plans for representatives to address specific performance gaps.
\n\tUtilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
\n\tPrepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.<\/p>\n
Does this sound like you?<\/p>\n
\tRelevant Bachelor’s degree
\n\tAt least 3 years in a call center with experience as a Quality Analyst
\n\tFamiliarity with call center operations, processes, and customer service principles.
\n\tExcellent attention to detail and strong analytical skills.
\n\tEffective written and verbal communication skills
\n\tProficiency in using call monitoring and quality management tools.
\n\tCritical thinker with a proactive approach to problem-solving.
\n\tAbility to work independently and as part of a collaborative team.
\n\tStrong organizational skills and the ability to manage multiple priorities.<\/p>\n
Apply Through:<\/p>\n
sunculture.freshteam.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/sunculture.freshteam.com","_company_name":"SunCulture Kenya Ltd","_company_website":"http:\/\/www.sunculture.com","_company_tagline":"Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmer... read mores on the continent","_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":[704,693,717],"job-types":[687],"class_list":{"0":"post-91120","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\/91120","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=91120"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=91120"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=91120"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=91120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}