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22 Jul 2014

Quality Analyst (QA) Job Vacancy

We are a blue chip Company, a leader in the broadcast media sector. Due to expansion and growth, the following position is available in our organization:

Quality Analyst (QA)

Responsibilities:

  • Monitor and measure overall quality of service provided at customer touch points by Customer Service Representatives.
  • Ensured adherence to service delivery best practices at customers touch points
  • Prepare reports that summarize results and makes recommendations to improve performance.
  • Ensure subscribers enquiries and problems are resolved by call center and front counters staff while upholding the highest level of customer service
  • Audit the customer service process for various touch points and make reports/recommendations to improve on a constant basis
  • Ensure objective analysis of service rendered by Customer Service Representatives
  • Ensure objective and impartial feedback are given to relevant stakeholders
  • Identify developmental needs of Customer Service Representatives as a result of the QA process
  • Process optimization
  • Monitor the quality and content of correspondences sent to subscribers
  • Record and assess live customers interactions, call centre telephone interactions , social media and email data

Qualifications and Competencies:

  • A University Degree in Social Sciences or a Business related field
  • Working experience at a busy call centre or banking hall with some Quality analysis or supervisory level experience
  • Experience at technology oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
  • Computer Skills (MS Word, Excel, Power point)
  • Working with minimal direction while meeting tight deadlines
  • Excellent interpersonal skills
  • Excellent written and Verbal Communication skills

Applicants should submit their CV’s to mcarecruitment@gmail.com with the subject line clearly marked “Quality Analyst”: Closing date for the applications is 31st July 2014.

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