The Incumbent will undertake designing of quality standards of calls at the call center, monitoring of both Inbound and outbound calls and email responses to assess technical accuracy, customer service performance and conformity to the relevant company policies and procedures. The office bearer will support in developing, creating and implementing the call center quality processes and procedures, as well as making recommendation on areas of improvement. The role combines understanding of customer needs, strategic vision, and commercial acumen and market trends. The role requires close collaboration with all parts of 4GC.<\/p>\n
Roles & Responsibilities<\/p>\n
\tParticipate in designing of call monitoring and quality standards.
\n\tMonitoring of calls made, both inbound and outbound and providing data on call center management.
\n\tUse quality monitoring data management system and track employee performance at both team and individual level
\n\tMonitoring of customer care email responses.
\n\tParticipate in customer listening programs to identify customer needs.
\n\tProvide relevant information to internal support groups when required.
\n\tCoordination of call calibration sessions for call center staff.
\n\tProvide relevant feedback to call center team leaders and managers.
\n\tPrepares and conduct analysis of internal and external quality reports for management review.
\n\tPerform other duties as assigned.<\/p>\n
Required Skills for a Quality Assurance Analyst<\/p>\n
\tBachelor\u2019s degree or equivalent combination of education and experience
\n\tMust have at least 2 years\u2019 relevant experience in a Call Center collection environment.
\n\tExcellent verbal, written and interpersonal communication skills
\n\tExcellent customer service skills.
\n\tExceptional Listening skills
\n\tGood analytical ability and numerical skills
\n\tAbility to work both on own initiative and as part of a team in a high-pressure environment while adhering to deadlines.
\n\tHave a high sense of accuracy and attention to details.<\/p>\n
Apply Through:<\/p>\n
docs.google.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/docs.google.com","_company_name":"4G Capital","_company_website":"http:\/\/www.4g-capital.com\/","_company_tagline":"4G Capital (4th Generation Capital) is Africa's fastest fintech providing ethical credit services to those who require it most. We provide rapidly accessible and affordable unsecured loans with strict affordability criteria to prevent unmanageable debt. Our customers are mainly small businesses an... read mored entrepreneurs who use our credit to grow their businesses and provide for the unforeseen.","_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":[697,693,717],"job-types":[687],"class_list":{"0":"post-92964","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\/92964","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=92964"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92964"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92964"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92964"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}