Job Expired

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Quality Assurance Lead

Multichoice Ethiopia Plc

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Business

Business Administration

Addis Ababa

3 years

1 Position

2022-02-02

to

2022-02-12

Required Skills
Required skills have not yet been specified for this position this job
Fields of study
No fields of study

Full Time

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Job Description

Purpose of the Position:

The role holder will be responsible to monitor and evaluate outbound calls / transactions for quality assurance purpose

Key Accountabilities

Operations Delivery

  • Monitor and evaluate inbound & outbound calls received and made by Call Centre and Retention Representatives respectively daily
  • Monitor and evaluate written correspondences received by the Digital team daily
  • Ensure call and written correspondences evaluations show the true reflection of quality
  • Real time call monitoring and provide trending reports hourly and feedback to agents daily on issues.
  • Conduct trend analysis
  • Handle escalated queries
  • Evaluate and recommended processes and procedures for customer retention
  • Participate in projects
  • Monitor QA system

Manage Feedback Sessions

  • Manage Feedback Sessions
  • Provide feedback to CSRs on call quality
  • Identify and escalated training needs
  • Report Deviances from Standard Operating Procedures to Supervisors
  • Coach Customer Service Representatives
  • Evaluation and Reporting

Evaluation and Reporting

  • Completed feedback sheets
  • Completed weekly and monthly reports
  • Developed and Maintained evaluation criteria

Job Requirements

The incumbent is required to have the following qualifications and experience level:

  • Bachelor’s Degree from a recognized university
  • Minimum of 3 years’ Experience in a Customer retention, Customer Service or Sales role
  • Customer Service Management. 

The incumbent is required to have the following technical competencies: ·    

  • Sales Management
  • Customer Centricity
  • Developing value propositions
  • Brand Management
  • Reporting and Research
  • Project Management

Behavioral Competencies

  •  Interpersonal skills
  • Assertiveness
  • Problem solving skills
  • Judgment
  • Team player
  • Judgment
  • Negotiation Skills
  • Analytical Skills

How to Apply

Interested candidates are invited to send their CV through CLICK HERE

Only shortlisted candidates will be contacted.

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