We are pleased to announce the following vacancy for Analyst – Quality Assurance within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager – CX and Quality the role holder will assess the quality-of-service delivery across all customer touch points; Support the call center teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders
Job Responsibilities
· Complete daily weekly and monthly assessments as per allocated evaluations
· Carry out independent and fair assessment of CEE’s according to the quality assessment guideline clearly detailing gaps picked in the evaluation process.
· Respond to queries on issues relating to the quality evaluation process i.e. re-evaluation
· Prepare performance reports each month to highlight performance gaps and opportunities to assist the team leaders in the coaching process
· Attend and drive team reviews by highlighting gaps on quality performance.
· Participate in ISO audits
· Organize and participate in the scheduled calibration sessions with stakeholders every month
· Prepare reports/feedback on quality performance in relation to process, products etc. for the assigned staff to help in procedure/process gap identification
· Generate initiatives, recommendations/proposals impacting service delivery from customer feedback surveys (TNPS/CSAT/Post Call)
· Provide Quality observations on issues impacting service for immediate action
· Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
· Training and Coaching – Collaborate with the CX Training team by using the evaluation feedback to coach their agents for improvement and assist in training gaps need analysis.
Job Requirements
· Bachelor’s degree in a Business/ Social Science discipline from a recognized university
· 4+ years’ experience working in a Call Centre environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage; at least one-year experience in Quality Management or audit environment
· Excellent knowledge of telecommunications technology and products
· Knowledge of Call center technologies and operations desirable
· Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
· Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
· Knowledge and experience in quality management system (QMS) needed
Quality Assurance training/Certification would be an added advantageLet Employers Find You
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