Quality Analyst | Nairobi

Quality Auditing

• Evaluate contacts based on Quality metrics
  

• Coaching and Training
  

• Score and store the data in all Quality tools
  

• Compliance analysis (Ensure compliance with company regulations with regards to Data Security and Protection Standards)
  

Results Improvement

• Prepare and conduct Feedback Sessions with the agents assigned to the team
  

• Identify agents’ strengths and Weaknesses
  

• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
  

• Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM)
  

• Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents
  

• Attend 100% calibration sessions and shift briefs
  

• Participate in team briefings to provide the QA objective and also sit in calibration sessions
  

Performance Management

• Post results on a daily basis
  

• Keep an up-to-date record of individual agents’ quality performance for use in performance reviews
  

• Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
  

• Analyze agents’ work output against guidelines/standards and provide feedback
  

• Ensure compliance in performance indicators with the team, client and management regarding quality matters
  

• Cascade updates to the team
  

Process Improvement

• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
  

• Work closely with Ops team on CSC development
  

• Attend client meetings/WBRs
  

• Degree/Diploma in any field
  

• Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
  

• Transcription background is an added advantage

• Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
  

• Good organizational skills, knowledgeable in goal-setting practices.
  

• Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
  

• Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
  

• Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
  

• Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.