Call Centre Quality Assurance Officer
- Job Type Full Time
- Experience 3 years
- Location Nairobi
- Job Field Customer Care
Call Centre Quality Assurance Officer Responsibilities
Develop and execute call quality forms and guidelines outlined to move forward the by and large ENGIE Vitality Get to client experience
Listen and screen client calls (both notable and genuine time), record required data and guarantee call targets guidelines are met
Provide objective appraisal of Call Middle Officers compliance of handle and adherence to methods for calls with customers
Use the quality call administration instrument to compile and give execution survey reports
Design and execute preparing sessions for powerless ranges of Call Middle Operators, and conduct 1:1 coaching session
Use the input component to persuade administrators through day by day mail.
Ensure call center has standard answers to all client questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
Provide Group bolster which includes:
Provide daily/weekly input to Group Pioneers with respect to the quality benchmarks of their representatives
Create a week by week arrange with the Quality Group to move forward call quality among representatives
Escalate any barricades to administrator immediately
Implement thoughts for making a proficient, spurring and fun working environment inside the call centre
Perform Quality Affirmation Evaluations
Develop assessment programs and Communicate execution measures and measurements to the team
Analyze QA execution week after week and month to month patterns and give execution reports whereas highlighting ranges for improvement.
Monitoring agent’s execution to provide important information that can offer assistance with the alteration of specialist conduct, deals execution, and making strides client experience
Ensure client reports are logged in Sun based Center immediately.
Monitor agent calls and assignments Management
Analyze QA execution week by week and month to month patterns and give execution reports whereas highlighting zones for improvement.
Assess agent execution based on required quality guidelines and protocols.
Conduct 1-on-1 quality criticism sessions with Vall Middle officials if require be
Coach Call Middle officials to accomplish the required quality benchmarks and every day measurements through set call conventions and framework processes.
Mentor and back call Middle administrators to viably serve customers.
Evaluate Call Middle official quality execution, and sanction suitable disciplinary strategies when required
Knowledge and aptitudes
Experience:
Minimum of 3 a long time of involvement performing Quality Affirmation in a contact center environment in numerous channels (phone, chat, email, social media).
Experience creating and executing QA programs profoundly preferred
Strong composed and verbal communication abilities. Great linguistic use, spelling, and sentence construction
Exceptional tuning in and explanatory skills
Telemarketing/S Deals drive involvement in monetary division preferred
Good information of MS Office
Good information of modern items on the advertise in the zone of showcasing (counting advanced marketing)
High vitality and enthusiasm
Experience in money related administrations a plus
Passion for ENGIE Vitality Access´s vision to plug in the world
Qualifications:
Bachelor’s degree in a Trade related field or any other related field.
Language(s):
English
Swahili
Call Centre Quality Assurance Officer Application process
