Job Expired

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Quality Assurance Lead

Multichoice Ethiopia Plc

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Social Science

Social Science and Community

Addis Ababa

3 years

1 Position

2023-04-26

to

2023-05-06

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

Social Science

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

Register using this LINK

Fields Of Study

Social Science

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