Call Center Quality Analyst at Poa Internet

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. Our poa! Internet service provides wireless broadband to low income and rural communities across East Africa, offering individuals and small businesses highly affordable Internet access. poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.Overall Responsibility: Collaborate with team leaders in providing support to the customer facing teams with an aim of ensuring they offer a positive, empathetic and professional attitude towards customers at all timesPerform daily audits on both inbound/ outbound calls, social media and chat responsesImplement/develop relevant service levels quality assessment guidelinesLead scheduled calibration sessions with the customer facing teams and offer timely performance feedback with an aim of progressional improvementConduct regular side by side coaching sessionsConstantly review the quality monitoring forms to maintain its relevance plus measure the Net Promoter Score overtimeSupport in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basisEvaluate Call Centre Agents preparedness by administering periodic short tests and giving feedback on performance.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.Identify call center process gaps/loopholes and escalate to the call center managementFacilitate workflow modeling in order to collaborate on process improvement, automation capabilities and clearly define end to end use cases Key SMART Results for A-Player Success Be proactive with customer success by driving regular audits as per the SLA expectations – End of Q2 Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis – End of Q2 Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps – End of Q2 Increase process optimization by suggesting workflow automation/ process improvements – End of Q2 Deliver a world-class customer support experience by improving the available evaluation matrices – End of each quarterImprove the quality of our customer service by facilitating periodic evaluation tests – End of each quarter Key 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 highly preferred- MFlexibility to adapt to changes in a growing organization- M Mandatory Criteria if Any with no exceptions to hire Must 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