Sama – Quality Analyst (Nairobi).

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About the Job:

The incumbent will be responsible for quality scores s/he will  assist the Training and Quality Manager in setting quality standards across the Sama work streams

 

Key Responsibilities:

  • Analyze agents’ work output against guidelines/standards and provide feedback
  • Identify agents’ strengths and Weaknesses
  • Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
  • Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
  • Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
  • Collaborate with Operations to ensure that best standards are revised and updated where need be.
  • Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
  • Keep an up-to-date record of individual agents quality performance for use in performance reviews
  • Participate in team briefings to provide the QA objective and also sit in calibration sessions

 

Minimum Qualifications:

  • Minimum of a Diploma in a business related field.
  • Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.
  • Experience in both data and voice accounts will be advantageous.

 

Preferred Qualifications:

  • Passion for providing 1:1 support to people with accuracy and empathy.
  • Exceptional attention to detail and nuance.
  • Planning, organizing, reporting and analysis skills.
  • Fast learner with the ability to break down complex information into simple concepts.
  • Track record of developing and maintaining expertise on corporate policies and/or community standards.
  • Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.
  • Strong critical thinking and problem solving skills.
  • Ability to multitask and work independently in an unstructured environment.
  • Strong interpersonal skills.
  • Conflict prevention and resolution skills.
  • Fully computer literate on MS programs.

APPLY

Application deadline is March 23, 2021. Only shortlisted candidates will be contacted.

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Sama

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