Quality Control Jobs In Kenya.Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the Mobile App of the Year| Shopping and E-commerce Kenya. We have had a tremendous impact among our buyers and sellers which has positively contributed to their growth. We are looking for a Quality Assurance Manager, who will be responsible of building a top-notch call center quality monitoring strategy to ensure consistent brand experience through all customer interactions and to improve and sustain customer satisfaction. ResponsibilitiesThe following are duties you will be responsible for:
• Developing evaluation metrics and programs that assess the product knowledge and problem resolution ability of call center managers
• Call... monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
• 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 organization objectives
• Assess agent’s performance monthly working closely with the call center leadership team and HR department
• Be a strategic partner in the Learning and development of call agents and leadership by providing training gaps identified monthly through call quality reports
• Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience
• 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
• Drive innovation and ensure optimization of processes by continuously improving the existing process leading to improved efficiency in doing work and achieving results. • Managing a team of QA officers, ensure they have adequate knowledge of the QA metrics,
RequirementsWe believe that you will succeed better if you possess the following:
• 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
• Exceptional listening and analytical skills
• Good knowledge of customer service practices
• Knowledge in developing QA metrics and procedures
• Be customer oriented
• Have excellent interpersonal skills
• Be able to make responsible and effective decisions
• Be able to work on own initiative
• Be able to meet targets and handle high pressure environment
How To ApplyIf you are up-to the task and you possess the required qualifications, please send your CV to [email protected] using the job title (Quality Assurance Manager) as the subject of your email by 26th April 2022.We look forward to speaking with you more about this opportunity
Nairobi Kenya

Salary Criteria