Job Expired
Quality Assurance Lead
Multichoice Ethiopia Plc
Business
Business Administration
Addis Ababa
3 years
1 Position
2023-04-10
to
2023-04-17
Business Administration
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 Cent 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 THIS LINK
Only shortlisted candidates will be contacted.
Fields Of Study
Business Administration
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