Call Center Quality Analyst

Key Competencies (H, M, L)

• 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
  

Key Competencies (H, M, L)

• 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
  

• 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