Call Center (QA Officer) (Reliever) – Jiji Kenya

Description

Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. Our site has continuously gained trust among Kenyans enabling us to be the “Mobile App of the Year | Shopping and E-commerce” in Kenya. We have had a tremendous impact on our buyers and sellers, positively contributing to their growth.

We’re looking for a QA Officer to boost our revenue growth and profitability

RESPONSIBILITIES 

The following are the duties you’ll be responsible for:

  • Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
  • Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
  • Assist in the preparation of QA documents and distribution to call center agents.
  • Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
  • Plan and schedule QA training,one on one coaching and calibration sessions.
  • Assess agents monthly performance by working closely under the supervision of the QA manager.
  • Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
  • Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
  • Attend and actively participate in QA meetings.
  • Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.

REQUIREMENTS 

We believe that you’ll succeed better if you possess the following:

  • 6 months and above experience as a QA in a busy call center
  • Proficiency in Excel, G-suite, emailing and powerpoint presentation
  • Excellent data collection and analysis skills
  • Excellent interpersonal skills
  • Degree or diploma in any field

BENEFITS 

We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s important that to work efficiently, you need to stay in favorable working conditions.

That’s why we offer you the following benefits:

  • Performance based bonuses – on top of your basic salary, the position attracts other performance based bonuses monthly
  • Flexible work arrangements – there are options of remote work during the week
  • Professional development opportunities – this position has the opening of growing into a more permanent position
  • Employee recognition programs – through awards, public recognition, sponsored personal trips etc
  • Work perks – daily tea, monday breakfast snacks, monthly parties, branded merchandise

TO START THIS CONVERSATION 

Please send your CV and Portfolio to hr@jiji.co.ke using the job title as the subject of your email.

We look forward to speaking with you more about this opportunity!

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