Job Description

Mwananchi Credit Limited seeks a seeks a highly motivated and experienced Call Centre Quality Assurance Analyst. The ideal candidate will play a crucial role in evaluating, monitoring, and developing the overall performance of our call center agents, ensuring that all customer support activities meet the organization’s high standards and exceed customer expectations.

Key Responsibilities:

• Conduct regular evaluations of agent calls to ensure adherence to quality standards.
• Monitor agent adherence to established service line processes and procedures, ensuring alignment with organizational expectations.
• Analyze quality assurance performance trends and conduct regular coaching sessions (daily, as predetermined) with each agent, providing constructive developmental feedback.
• Prepare and deliver timely daily, weekly, and monthly reports, adhering to approved reporting standards, to keep the team informed of their quality performance.
• Schedule and facilitate weekly performance meetings with the team to provide quality assurance feedback and implement action plans to drive agent behavior and quality improvement.
• Provide feedback to team leaders on areas for improvement in quality, productivity, and procedures.
• Support new agents during their probation period by scheduling and conducting coaching sessions.
• Assist team leaders with floor coverage, providing agents with support on customer queries and handling escalated calls.

Qualifications:

• Relevant Bachelor’s degree.
• Minimum of three (3) years of proven experience as a Call Centre Quality Assurance Analyst in a busy call center environment.
• Minimum of two (2) years of experience as a Call Centre Agent.

Essential Skills and Competencies:

• Ability to motivate, coach, and develop call center agents.
• Capacity to analyze situations, identify root causes, and make sound judgments.
• Solid understanding of performance management programs and their application.
• Ability to create clear, concise, and informative reports.
• Strong analytical abilities to interpret data, identify trends, and draw meaningful conclusions.
• Ability to collect and analyze market information relevant to customer service.
• Capacity to manage multiple tasks and meet deadlines in a fast-paced environment.
• Effective leadership qualities and the ability to deliver engaging presentations.

How to Apply:

• Interested and qualified candidates are invited to submit their applications, including a detailed CV and application letter, to careers@mwananchicredit.com. Please ensure that your application clearly demonstrates your qualifications and experience as outlined in this <a href="https://kazicloud.co.ke/top-benefits-of-free-job-posting-services-for-employers/" data-internallinksmanager029f6b8e52c="2" title="Free Job Posting” target=”_blank” rel=”noopener”>job advertisement.