Junior Quality Analyst – Multichoice at Calltronix Contact & Training Centre

Ref: JQA/006/07/2024

The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers. The Junior QA will monitor the inbound and outbound call and email responses to assess the team member’s demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing and implementing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall Calltronix customer experience.

Key Responsibilities

• Call analysis – Monitoring inbound interactions to ensure agents provide top notch customer service guided by set quality metrics.
• Compile and prepare daily, weekly & monthly reports in a timely manner and accordance with approved reporting standards.
• Tracking agents’ performance, systems, and tools
• Ensure CSEs perform according to the objective of the company.
• Work on a continuous process of evaluating and identifying key behavior and defect that drive or reduce sales, customer satisfaction to close loop on the misses.
• Assessing agents’ quality performance
• Recommend, implement and monitor corrective actions to ensure quality standards are achieved.

Desirable Skills & Qualifications:

• Strong organizational skills
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
• Ability to work independently with minimal supervision.
• Capability of problem-solving
• Prior experience and knowledge in working with Multichoice Kenya (DSTV & GOTV)