Call Center Qa Officer

Jiji is the largest online marketplace with over 10 million visitors and 5 million active ads on our site. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the Mobile App of the Year | Shopping and E-commerce in Kenya. We have had a tremendous impact among our buyers and sellers which has positively contributed to their growth. The Role Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client's needs Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics. Assist in the preparation of QA documents and distribution to call center agents. Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics. Plan and schedule QA training,one on one coaching and calibration sessions. Assess agents monthly performance by working closely under the supervision of the QA manager. Improving overall call center efficiency through constant improvement of agent's behaviors, sales performance and customer experience through training. Compliance monitoring ranging from agents' communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention. Attend and actively participate in QA meetings. Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement. Ideal Profile You have at least 1 year experience, ideally within a Ecommerce or Quality Assurance / Testing role. You have working knowledge of 6 months and above experience as a QA in a busy call center and Proficiency in Excel, G-suite, emailing and powerpoint presentation Experience within would be a strong advantage. You are a strong networker & relationship builder You possess strong analytical skills and are comfortable dealing with numerical data You pay strong attention to detail and deliver work that is of a high standard What's on Offer? Flexible working options Attractive Salary & Benefits Strong opportunities to progress your career