Summary
Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Qssr-Qa-Quality Analyst
About This Job:

Q-Sourcing Rwanda Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Rwanda, Uganda, Kenya, Tanzania and South Sudan.

On behalf of our client providing call center services, we are looking for competent, skilled, and experienced Quality Analyst to work in Kigali.


Duties And Responsibilities
Ensure efficient daily operation of the team against KPI’s
• Adhere to the prescribed operating rhythm to ensure that daily, weekly and monthly targets are met
• Ensure consistent delivery of all KPI’s
• Ensures minimal or no productive downtime by immediately or where possible proactively flagging any system, environmental or other factors that will result in a reduction of productive time or outputs
• Adhere to all prescribed company policies and procedures
• Actively participate in or utilise all training opportunities, training material, knowledge base tools, upskills and calibrations that drive ongoing accuracy

Setting Quality Standards
• The Quality Analyst must be able to set the quality standards for incoming and outgoing interactions
• To display professionalism in all correspondence with internal and external stakeholders and colleagues
• To work closely with and support departments as a seamless extension to all stakeholders
• To provide work of exceptional quality, that is accurate, neatly aligned, clear and concise in form of electronic communication
• Ensuring that daily, weekly and monthly assessment volumes are achieved, and contractual requirements are fulfilled – Omni channel
• Identify and report risks to the operational team
• Provide detailed trending feedback and insights on markdown areas and successes
• Ability to take calls and handle them in line with operational agent standards

Accurate call assessments
• Review interactions with customers and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required as per the prescribed guidelines
• Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for customer interactions
• Complete the required evaluation forms where required; the evaluation form is a typical check list provided to the Quality Analyst which covers key areas built into call processes such as; compliance, risk management, client service and development opportunity
• Provide feedback with accurate details to leaders and managers through monitoring practices
• Continuous training, calibration and up skilling to ensure alignment with current and new products, processes and launches

Client Management
• Able to build strong relationships with all internal and external functions where necessary and provide value added solutions to our clients
• A resilient approach and able to manage under pressure
• Excellent oral and written communication skills
• Providing insights on trends and agent behaviour as well as how to improve productivity and business processes

Finance
• Identify, promote and gain support for improvement opportunities that will increase revenue and or reduce operating costs
• Proactive risk mitigation to reduce negative financial impact

Level of authority
• Provide guidance and advice to agents and management
• Provide weekly and monthly agent trending and feedback
Size

Quality Analyst work in teams of 1 to 50 agents.
Experience, Knowledge And Qualifications
• KCSE Certificate or equivalent.
• Excellent understanding of required language
• Excellent written and spoken communication skills
• Minimum of 1-year experience in contact centre environment
• Experience in a quality assessment role advantageous
• Computer literate
• Proficient in Microsoft suite of products
• Time to competency 3-6 months

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
  Interested And Qualified Click Here To Apply 

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