Connecting buyers and sellers in Tanzania since 2009!
 

QUALITY ASSURANCE ANALYST

Application deadline 16. Jun
Ad ID
1054099
Posted at
Thursday, 17:34
Details
Application deadline
2018-06-16
Business / Employer name
WASSHA INC
Company Industry
Energy
Job Level
Mid level
Work Type
Full Time
Highest Qualification
Bachelor
Years of Experience
3 years
Location
Other Dar es Salaam District Dar Es Salaam
Description

Quality Assessor (QA) is responsible for assessing the quality of the performance of our Customer Services Officer who deal with our existing and potential customer

(WASSHA Agents). The QA will monitor inbound and outbound calls and emails responses to assess CSO’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures toward WASSHA agents. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall WASSHA customer’s experience.

DUTIES AND RESPONSIBILITIES

  • Participates in design of call monitoring formats and setting quality standards; how the call is answered, how well the CSO engaged the agent, how well the CSO used available resources, whether or not the customer's issue was resolved and how the CSO closed the call.
  • Performs call monitoring to CSO in terms of assessing their speed and clarity of diction, product knowledge, objection handling and level of courtesy.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Maintain a thorough knowledge of all WASSHA policies, especially in the event there are changes that affect call-taking performance standards.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides constructive feedback to CSO’s, Group Leaders and management.Also provide training for CSOs so they can improve their customer service skills.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Training CSOs on how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call.
  • Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

  • Proven experience as Quality Assurance Analyst in Call Centre or similar role of not less than 3 years.
  • Bachelor Degree in Computer Science or Information Technology or relevant field.
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Creative ability & writing proficiency;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

How to Apply

Interested individuals should submit their applications on Brightermonday Tanzania website indicating:

1. Why you think you qualify for this post

2. Current CV, indicating relevant experience based on previous tasks; and skills that you are bringing into the organization.

3. Names and contacts of three referees who have supervised you in your previous working history

Telephone calls will not be entertained.

We are looking for well qualified Quality Assessor/

ZoomTanzania Disclaimer:
AVOID SCAMS
NEVER PAY TO HAVE YOUR CV/APPLICATION PUSHED FORWARD. Any job vacancy requesting payment for any reason is a scam. If you are requested to make a payment for any reason please report abuse using the button on this page.
BrighterMonday Tanzania
Member Since 20. Nov '17 433 Active Ads 2409 Published Ads
Verified info
Apply for this job
To apply for this job, please go to the following website www.brightermonday.co.tz
Report This Ad
Cancel
Join our weekly Newsletter

Learn about new items, custom picked just for you.

Join our Mailshot

Notification for member sales, events and promotions.