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Mid-level Agriculture, fishing, forestry Jobs in Africa

33 jobs found

Sunculture

Call Center Quality Analyst

Nairobi

• Kenya

Kijani Forestry

Regional Coordinator

Gulu

• Uganda

Only on Fuzu
AAA Growers

Senior Accountant

Timau

• Kenya

Grainpulse Ltd

Animal Nutrition Sales Representative

Kampala

• Uganda

Grainpulse Ltd

Junior Coffee Trader

Kampala

• Uganda

Victory Farms

Warehouse Supervisor

Homa Bay

• Kenya

Agriculture and Food Authority- AFA

Office Assistant III

Nairobi

• Kenya

Kijani Forestry

ERPNext Systems Administrator

Gulu

• Uganda

Only on Fuzu
Kijani Forestry

Business Intelligence Manager

Gulu

• Uganda

Only on Fuzu

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Biyinzika Poultry International Limited

Transport Manager

Mukono

• Uganda

Country / Region

KenyaNigeriaUganda

Industry (Mid-level)

Aeronautics,Agriculture, fishing, forestry,Automotive,Banking, microfinance, insurance,Beauty, cosmetics,Communications, media, radio, tv,Computers, software development and services,Construction, renovation, maintenance,Consulting, business support, auditing,Data/Research,Education, academic,Electronics,Energy, utilities, environment,Engineering, architecture,Entertainment, events,Finance & FinTech,Financial Services,Governmental,Health care, medical,Housekeeping, maintenance,Human resources, talent development, recruiting,Legal, accounting,Manufacturing,Marketing, advertising,Non-profit, social work,Outsourcing, leasing,Raw materials, oil, chemicals,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Security,Telecommunications,Transportation, logistics, storage,

Seniority (Agriculture, fishing, forestry)

Entry and Basic-level,Mid-level,Senior-level,

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Sunculture

Agriculture + 2 more

Call Center Quality Analyst

Nairobi • Kenya
Job details

Contract Type

Description

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’ 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.

Does this sound like you?

  • Relevant Bachelor's degree
  • At least 3 years in a call center with experience as a Quality Analyst
  • Familiarity with call center operations, processes, and customer service principles.
  • Excellent attention to detail and strong analytical skills.
  • Effective written and verbal communication skills
  • Proficiency in using call monitoring and quality management tools.
  • Critical thinker with a proactive approach to problem-solving.
  • Ability to work independently and as part of a collaborative team.
  • Strong organizational skills and the ability to manage multiple priorities.


Responsibilities
  • Conduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
  • Evaluate customer service representatives' performance using predefined quality metrics.
  • Identify trends and patterns in customer interactions to pinpoint areas for improvement.
  • Provide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
  • Collaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
  • Create personalized improvement plans for representatives to address specific performance gaps.
  • Utilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
  • Prepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.


Tags
Customer support, client careAgriculture, fishing, forestryMid-levelKenya

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