Hiring: NairobiCity Newsroom
Status
Open
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 2 years
• Location Nairobi
• Job Field ICT / Computer
• Understand, document, and monitor compliance with quality standards across all relevant campaigns.
• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Conduct mystery shopping calls to evaluate front-line service consistency.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.
• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.
• Draft and propose monthly, quarterly, and annual QA KPIs for review by the Service Delivery Manager.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
• Prepare reports summarizing QA trends, root causes, and recommendations, and present them during internal reviews or client engagements.
• Maintain high standards of communication, collaboration, and trust across all levels of the operational team—particularly with CSEs, AMs, and Trainers.
• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity
• Qualification BA/BSc/HND
• Experience 2 years
• Location Nairobi
• Job Field ICT / Computer
• Understand, document, and monitor compliance with quality standards across all relevant campaigns.
• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Conduct mystery shopping calls to evaluate front-line service consistency.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.
• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.
• Draft and propose monthly, quarterly, and annual QA KPIs for review by the Service Delivery Manager.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
• Prepare reports summarizing QA trends, root causes, and recommendations, and present them during internal reviews or client engagements.
• Maintain high standards of communication, collaboration, and trust across all levels of the operational team—particularly with CSEs, AMs, and Trainers.
• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 2 years
• Location Nairobi
• Job Field ICT / Computer
• Understand, document, and monitor compliance with quality standards across all relevant campaigns.
• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Conduct mystery shopping calls to evaluate front-line service consistency.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.
• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.
• Draft and propose monthly, quarterly, and annual QA KPIs for review by the Service Delivery Manager.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
• Prepare reports summarizing QA trends, root causes, and recommendations, and present them during internal reviews or client engagements.
• Maintain high standards of communication, collaboration, and trust across all levels of the operational team—particularly with CSEs, AMs, and Trainers.
• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity
Sourced from an external job board — applications are handled there, not on NairobiCity.
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