We are a blue chip Company, a leader in the broadcast media sector. Due to expansion and growth, the following position is available in our organization:
Quality Analyst (QA)
Responsibilities:
- Monitor and measure overall quality of service provided at customer touch points by Customer Service Representatives.
- Ensured adherence to service delivery best practices at customers touch points
- Prepare reports that summarize results and makes recommendations to improve performance.
- Ensure subscribers enquiries and problems are resolved by call center and front counters staff while upholding the highest level of customer service
- Audit the customer service process for various touch points and make reports/recommendations to improve on a constant basis
- Ensure objective analysis of service rendered by Customer Service Representatives
- Ensure objective and impartial feedback are given to relevant stakeholders
- Identify developmental needs of Customer Service Representatives as a result of the QA process
- Process optimization
- Monitor the quality and content of correspondences sent to subscribers
- Record and assess live customers interactions, call centre telephone interactions , social media and email data
Qualifications and Competencies:
- A University Degree in Social Sciences or a Business related field
- Working experience at a busy call centre or banking hall with some Quality analysis or supervisory level experience
- Experience at technology oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
- Computer Skills (MS Word, Excel, Power point)
- Working with minimal direction while meeting tight deadlines
- Excellent interpersonal skills
- Excellent written and Verbal Communication skills
Applicants should submit their CV’s to mcarecruitment@gmail.com with the subject line clearly marked “Quality Analyst”: Closing date for the applications is 31st July 2014.
