Job Expired
Quality Assurance Lead
Multichoice Ethiopia Plc
Business
Business Administration
Addis Ababa
3 years
1 Position
2022-02-02
to
2022-02-12
Full Time
Share
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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