2022-04-12 08:23:12
Jiji Kenya is looking for a Quality Assurance Manager for our Call Center.
As a Call Center Quality Assurance Manager, you will be tasked with:
1. Developing evaluation metrics and programs that assess the product knowledge and problem resolution ability of call center managers
2. Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
3. Agent engagement through developing training, coaching, and mentorship programs so agents fully understand the QA metrics, monitoring their KPI’s acknowledging them for their achievements, and teaching them organizational objectives
4. Assess agent’s performance monthly working closely with the call center leadership team and HR department
5. Be a strategic partner in the Learning and development of call agents and leadership by providing training gaps identified monthly through call quality reports
6. Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance, and customer experience
7. Compliance monitoring from agent’s communication skills, following scripts, problem-solving ability, sales negotiation, and closing skills and ensure agents conduct themselves in a professional manner
8. Drive innovation and ensure optimization of processes by continuously improving the existing process leading to improved efficiency in doing work and achieving results.
9. Managing a team of QA officers, ensure they have adequate knowledge of the QA metrics, have proper knowledge of Jiji services and how to handle coaching sessions
Requirements
• 2 -3 years’ experience as a Quality Assurance Manager or Senior QA officer in a busy call center
• Bachelor’s degree in Communication or Business-related field
How to Apply
Send CV to hr@jiji.co.ke with subject line QAManager
NOTE: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED
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