Quality Assurance Analyst

Company Platinum Credit Ltd
Reference # CS20181004
Published 29/10/2018
Contract Type Permanent
Salary Market Related
Location Nairobi, Nairobi, Kenya
Platinum Credit Limited is a credit only Micro-Finance Company licensed in Kenya under the Company’s Act. The company, was founded in 2003 with a vision to provide emergency loans to Civil Servants, TSC members and employees of selected companies. We deliver cash in 24hours, with minimum bureaucracy and swift customer service.

We are recruiting for Quality Assurance Analyst based in Nairobi.
Job Functions Analysis
Industries Banking / Finance & Investment,Financial Services
Job Summary
Overall purpose of the job
The Quality Analyst is responsible of evaluating, monitoring and developing overall agent performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service through the call centre system.

Description of Core Duties
-Detailed description of the main tasks performed by the job holder
-Analyzing agent calls against set parameters
-Coach contact center agents on identified gaps
-Analysing agent response to customer queries on Email and Social media
-Identify Training Needs for the contact centre team
-Manage the training needs and schedules for the customer service. team, enabling every member to attain the set minimum number of training sessions set
-Analyse the customer feedback tracker, document customer handling behaviour, prepare report and give appropriate feedback to the customer service Officers.
-Participate and facilitate Calibrations sessions to check understanding and maintain consistency with feedback.
-Participating in design and updating of service excellence monitoring formats and quality standards.
-To perform any other duty as assigned in line with the organization goals and objective
-Analysing agent calls against set parameters
-Coach contact Centre agents on identified gaps
-Doing reports.
At least a diploma in a business course.
Training in Quality Assurance will be an added advantage.

At least 2years experience in a similar role
Job Closing Date 30/11/2018
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Last Updated: 17 days ago [18.11.01]
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