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Call Center Quality Analyst
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 Success
- Be proactive with customer success by driving regular audits as per the SLA expectations – By the end of Q2 2024
- 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 – By the end of Q2 2024
- Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps – By the end of Q2 2024
- Increase process optimization by suggesting workflow automation/ process improvements – By the end of Q2 2024
- Deliver a world-class customer support experience by improving the available evaluation matrices – By the end of each quarter
- Improve the quality of our customer service by facilitating periodic evaluation tests – By the end of each quarter
Level of Management Experience Required (Mandatory & Nice to Have)
Experience in developing and implementing call center QA programs
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- A bachelor’s degree in Communications, Social Sciences, Public Relations or any other relevant field – H
- At least 3 years working in a call center as a quality analyst – H
- Excellent listening and analytical skills – H
- Ability to demonstrate critical thinking – H
- Ability to multitask and work under pressure – H
- Have strong organizational, attention to detail and time management skills – H
- Have an independent mind with an assertive and creative nature – H
- Be a team player with strong interpersonal skills and a positive attitude – H
- Proficient in Word, Excel and PowerPoint for presentations and reports required – H
- Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction – H
- A strong passion for co-curricular activities #tujienjoy kazini – M
- Knowledge on internet service provision- M
- Experience developing and implementing QA programs is highly preferred- M
- Flexibility to adapt to changes in a growing organization- M
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Mandatory Criteria if Any with no exceptions to hire
- Must have experience working in a call center as a quality analyst
- Must have led and managed at least a team of 5 agents
- Must have exceptional customer service, communication and analytical skills
Customer Service Trainee
Mission Statement for the Role:
To be the face of Poa Internet, on a daily basis for customers reaching out to us through our omnichannel customer experience channels.
Overall Responsibility:
Receive, document and resolve inbound requests from customers, through all our inbound communication channels- voice, whatsapp, social media and chat on a daily basis.
Key SMART Results for A-Player Success
- Poa customer experience is known across Kenya for being able to reached on any channel the customer needs to reach us, phone, social media, whatsapp, email or chat – By the end of 2024
- Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end of 2024
- Poa customer experience shift teams are known internally as the teams that collaborate and seek help to resolve customer inquiries as rapidly as possible- By the end of 2024
- Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems – By the end of 2024
- Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end of 2024
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Clear, empathetic written and verbal communication skills – H
- Ability to solve problems on multiple planes – H
- Attention to detail: Troubleshooting and resolution is an observer game, being able to identify and spot problems is a key to success in the role – M
- Time management: The ability to resolve specified tasks within the slotted times – H
- The ability to ask for help: Knowing when and how to ask for help internally and with other departments to resolve a customer’s inquiry – M
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges – H
- Digital and computer literacy – H
- Social media competency – H
Mandatory Criteria if Any with no exceptions to hire
- Must have a learning and growth mindset