Wednesday, September 4, 2013

Quality Analyst Vacancy in Kenya

Title: Quality Analyst
Deadline: 20-09-13

Location: Nairobi, Kenya

Openings: 2

The Quality Analyst (QA) will be a member of the Quality Assurance team responsible for monitoring, measuring and improving performance standards.

The Quality Analyst role will be multi-faceted and will include call monitoring, call calibration, call process review, remediation coaching and management level reporting.

The Quality Analyst will project a professional image and be a model of excellence for the team.
Primary duties & responsibilities:
  • Works in conjunction with Quality Assurance Manager and Management team to ensure success of the customer service unit
  • Following training, becomes a subject matter expert in client’s benefit programs and processes, as well as with the service center’s identified internal operating processes
  • Collaborates with Quality Assurance Manager to identify and recommend efficiencies and process improvements and participates in process improvement initiatives
  • Understands call quality scorecard and score guidelines and utilizes to properly evaluate individual calls and transactions
  • Assists with call monitoring and evaluation by listening to recorded calls as well as executing simultaneous side by side call review with team members
  • Documents each call monitoring session in detail
  • Compiles, prepares and analyzes quality reports and performance trends on an identified established basis and makes recommendations for process. Identifies key recurring issues
  • Performs periodic consultation sessions with individuals and small groups to assist with individual performance reporting and coaching
  • Participates in external and internal calibration and observation sessions to ensure consistency in the evaluation process
  • Provides phone support as needed to ensure the success and achievement of required departmental call metrics
  • Responsible for accuracy in all documentation
  • Creates, implements and updates required quality statistical reports
  • Assists in the administration of the QA Rewards & Recognition Program
  • Manages assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
  • Works with a high level of Integrity and maintains confidentiality
  • Operates with intense dedication to the success of our external and internal clients
  • Performs all other job duties/tasks as assigned
Personal Attributes
  • A natural multi-tasker
  • Calmness
  • Leadership qualities
  • Energetic
  • Natural organizer and planner
Personal Requirements
Educational and/or Other Requirements/Qualifications
  • Minimum 2 years Call Center experience A MUST
  • Post-secondary education or equivalent experience
  • Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
  • Quality call monitoring experience preferred
  • Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire agents to higher levels of performance
  • Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents
  • Must be able to work well in a team environment
  • Bilingual a plus