Senior Quality Assurance officer at Jiji Kenya

As a senior QA officer, you'll:

• Monitor calls to make sure agents follow company guidelines and solve customer needs.
• Engage with agents by conducting training, coaching, and mentorship programs so they fully understand the QA metrics.
• Assist in preparing and distributing QA documents to call center agents.
• Conduct call audits to spot areas of improvement and monitor agent performance based on QA metrics.
• Plan and schedule QA training, oneonone coaching, and calibration sessions.
• Assess agents' monthly performance under the supervision of the QA manager.
• Improve overall call center efficiency by enhancing agents' behaviors, sales performance, and customer experience through training.
• Monitor compliance including communication skills, script adherence, problemsolving, sales skills, and customer retention.
• Attend and actively participate in QA meetings.
• Provide weekly reports to the QA Manager on call audits and make recommendations for improvement.

You'll thrive in this role if you have:

• Over 1 year of experience as a QA executive in a busy outbound call center.
• Proficiency in Excel, Gsuite, emailing, and PowerPoint presentations.
• Excellent data collection and analysis skills.
• Excellent interpersonal skills.
• A degree or diploma in any field.