Job Location: Nairobi, Kenya
Work Type: Full Time
Reporting to: HOD Customer Service
About the role
The Call Center Quality
Analyst(QA) is responsible for assessing the quality of the performance of the
call center teams dealing with our existing and potential customers. The QA
will monitor the inbound and outbound calls and email and Social Media responses
to assess the team members’ demeanor, technical knowledge of products and
processes, customer service performance, and conformity to company policies and
procedures. This individual will assist in developing, implementing, and
assessing call center quality processes and procedures; as well as making
recommendations on training to be done in order to improve the overall
SunCulture customer experience.
Key Responsibilities:
- Conduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
- Evaluate customer service representatives' performance using predefined quality metrics.
- Identify trends and patterns in customer interactions to pinpoint areas for improvement.
- Provide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
- Collaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
- Create personalized improvement plans for representatives to address specific performance gaps.
- Utilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
- Prepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.
Qualifications:
- Relevant Bachelor's degree
- At least 3 years in a call center with experience as a Quality Analyst
- Familiarity with call center operations, processes, and customer service principles.
- Excellent attention to detail and strong analytical skills.
- Effective written and verbal communication skills
- Proficiency in using call monitoring and quality management tools.
- Critical thinker with a proactive approach to problem-solving.
- Ability to work independently and as part of a collaborative team.
- Strong organizational skills and the ability to manage multiple priorities.