Quality Co-ordinator/Quality Analyst
On-siteNairobi, Nairobi County, Kenya
Job Summary
Monitor inbound, outbound calls, and social media responses to assess associate demeanor, technical accuracy, and policy conformity. Conduct weekly calibration sessions, track monthly performance gaps, and share improvement plans to drive call quality and compliance. Develop and implement quality processes, create training materials, and manage team operations during Team Leader absences. Communicate performance expectations and action plans to enhance overall customer experience. Maintain 90% call quality and 88% CSAT targets while ensuring 100% ticketing accuracy and script adherence. Requires 6-12 months of BPO executive experience with strong supervisory and change management skills.
Required Qualifications
- At least 6-12 Months at a BPO executive level
- Excellent communication skills
- relationship building
- interpersonal skills
- Excellent organizational skills
- ability to prioritize
- multi-task
- Demonstrable ability to supervise successfully
- lead others
- work collaboratively with subordinate's peers
- senior management
- Proven track record of sound business judgment
- experience of change management
- Project Management demonstrated experience
- customer service
- data verification
- management of information systems
- Proven performance record with ability to QC work with 100% accuracy
- Pleasant personality
- organized
- well-groomed
- tactful
- Excellent customer service
- professional presence
- demeanor
- Ability to maintain poise and professionalism in a fast-paced environment
- Ability to interact with all levels of professionals
- customers
- Ability to work independently
- collaborative environment
- Assertive
- manage strong personalities
Desired Qualifications
- Good IT knowledge
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