Job Expired

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Quality Coach

Saicooper HR Extension PLC

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Business

Business Management

Addis Ababa

1 years

1 Position

2023-02-14

to

2023-02-28

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Linguistics and languages

Full Time

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Job Description

Duties & Responsibilities:

•Provide clear insight into performance drivers and the levers which impact performance

•Compile and track performance for teams and individual level in terms of their quality scores

•Ensure and maintain quality of service provided by the team

•Audit and provide solid feedback for improvement

•Mentor and maintain Agent’s performance

•Ensure that all agents meet statistical quality targets and provide action plans for those that fall below expectations.

•Hold weekly coaching sessions with the team

•Provide action plans and recommendations to the management

•Provide program and agent performance reporting, including statistical analysis and reporting

•Collaborate with trainers and SMEs to establish a positive team environment that supports and reinforces best-in and out of-class customer service practices

•Provide recommendations to management & Client regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities

•Maintain department reporting of QA scores and trending

JOB REQUIREMENTS:

•Fluent English is necessary (B2-C1)

•Fluent in Amharic/Oromo/Tigrinya Language

•Quality background is necessary

•Good Communication skills

•Good Problem-solving skills

•Good Leadership skills

•Particularly good client communication skills

•Very Good Coaching and handling skills

•Particularly good verbal and logical reasoning

•Good Skills (Excel and PowerPoint or G-suite)

We offer:

1. Accommodation and Transport facilities for expat candidates.

2. Modern and multinational working environment at an attractive location

3. Belonging to a great international company where you will constantly be leaning

4. Salary: can discuss 

5. Earn incentives

Additional information required:

● Passport (required for expat opportunity), ID Number.

PLACE OF POSTING KENYA – NAIROBI AT THEIR GLOBAL OFFICE OF KPO WITH 1500 EMPLOYEES

How to apply:

Fields Of Study

Linguistics and languages

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