Call Center Quality Analyst At Poa Internet

Mission Statement for the Role:To drive a kaizen culture by providing ongoing support from a quality improvement perspective.Overall Responsibility:Implement/develop relevant service levels quality assessment guidelines.Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.Key SMART Results for A-Player SuccessBe proactive with customer success by driving regular audits as per the SLA expectations - By the end of Q2 2024Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis - By the end of Q2 2024Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - By the end of Q2 2024Increase process optimization by suggesting workflow automation/ process improvements - By the end of Q2 2024Deliver a world-class customer support experience by improving the available evaluation matrices - By the end of each quarterImprove the quality of our customer service by facilitating periodic evaluation tests - By the end of each quarterLevel of Management Experience Required (Mandatory & Nice to Have)Experience in developing and implementing call center QA programsDepartment stage of development where this role sitsScalingKey Competencies (H, M, L)A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field - HAt least 3 years working in a call center as a quality analyst - HExcellent listening and analytical skills - HAbility to demonstrate critical thinking - HAbility to multitask and work under pressure - HHave strong organizational, attention to detail and time management skills - HHave an independent mind with an assertive and creative nature - HBe a team player with strong interpersonal skills and a positive attitude - HProficient in Word, Excel and PowerPoint for presentations and reports required - HStrong written and oral communication skills. Excellent grammar, spelling, and sentence construction - HA strong passion for co-curricular activities #tujienjoy kazini - MKnowledge on internet service provision- MExperience developing and implementing QA programs is highly preferred- MFlexibility to adapt to changes in a growing organization- MMandatory Criteria if Any with no exceptions to hireMust have experience working in a call center as a quality analystMust have led and managed at least a team of 5 agentsMust have exceptional customer service, communication and analytical skills