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Reeds Africa Consult
Quality Assurance Analyst
Nairobi, Kenya
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HCS Affiliates Group Recruitment
CLOSEDCall Centre Team Lead
Nairobi, Kenya
Closing: Apr 28, 2024
1 day remainingPublished: Apr 19, 2024 (9 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Qualifications
- Minimum 1 year call center experience
- Excellent verbal, written, communication and interpersonal skills
- Outstanding customer service skills
- Exceptional listening and analytical skills
- Attention to detail with the ability to detect inconsistencies
- Must be able to effectively deal with people at all levels within and outside the company
- Ability to work under pressure
- Ability to prioritize work and good time management skills
- Diploma from any recognized college
Responsibilities
Qualifications
- Minimum 1 year call center experience
- Excellent verbal, written, communication and interpersonal skills
- Outstanding customer service skills
- Exceptional listening and analytical skills
- Attention to detail with the ability to detect inconsistencies
- Must be able to effectively deal with people at all levels within and outside the company
- Ability to work under pressure
- Ability to prioritize work and good time management skills
- Diploma from any recognized college
- Support the QA lead in the onboarding of new staff
- Support the QA lead in preparing training materials
- Stand in for QA lead in their absence
- Owning the QA process to support the delivery of good customer experience and uphold brand values
- Monitor live calls using the dialer system to ensure collection best practices are upheld
- Formulate/seek updates on the standard QA form to meet changing negotiation needs and collection related updates
- Offer coaching to team members with poor negotiation skills/poor call handling practices
- Performs mock calls with new hires post-training to determine readiness for moving into collection
- Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities
- Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out
- Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents
- Come up with weekly and monthly QA reports for the teams
- Use Call Center tools (QA form, Tracker etc.) to gather data and analyze trends or patterns affecting quality
- Investigate and validate customer complaints relating to collection calls
- Liaise with partners CS QA if necessary, to ensure speedy investigations
- Supporting the team on strategies to boost the daily collections
- Audit the implementation of feedback given to agents to ensure total compliance
- Any other duties assigned on a need basis
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