Betin Quality Assurance Agent Jobs

Betin Quality Assurance Agent Jobs in Kenya


Location:

  • Nairobi

    Probation period:

  • 6 months

    Salary:

  • competitive

    Quality assurance position is responsible for evaluating accuracy and quality of customer care team across various platforms – call center, emails, social media, online chat.

    The QA will monitor inbound and outbound call, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

    Assists in developing, creating and implementing customer care quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

    QA agent reports to the Customer Service Manager. This position requires working in shifts. You must successfully pass a criminal history check.

    Responsibilities:

  • Participates in design of call/email/chat and social media monitoring formats and quality standards
  • Performs call/email/chat and social m monitoring and provides trend data to management team
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Performs monitors of customer care email responses and online chat communication
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates calibration sessions and trainings for customer care team
  • Provides feedback to customer care managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Perform other duties
    as assigned

    Knowledge, Skill Set & Qualifications Required

  • Excellent people skills and ability to work with large group of team members, 100+
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
    Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully
  • set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

    How to Apply

  • Interested Candidates to apply to [email protected] quoting the position as the subject by Monday 3rd September 2018

    Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

    Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

    Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!


  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Jobs in Kenya.

    Scholarship 2018/19

    Undergraduate Scholarships,
    Masters Scholarships,
    PhD Scholarships,
    International Scholarships.