Job Vacancy at Horizon Contact Centers for Quality Assurance Supervisor in Kenya 2013


Horizon Contact Centers is East and Central Africa’s first state – of – the – art and fully on demand international contact center and Business Process Outsourcing facility.
We seek a suitably experienced, self driven and motivated Quality Assurance Supervisor.

Duties and Responsibilities:

  • Facilitate both internal and client quality review meetings and document actions and minutes from the same.
  • Validate the call quality evaluations both Live and Recorded done by Quality Analysts.
  • Ensure adherence to set out service line processes and procedures as per client expectations.
  • Liaise with the Training in relation to training needs analysis for agents.
  • Undertake weekly quality control by listening and evaluating calls to ensure meets internal and client requirements.
  • Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs.
  • Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
  • Analyse QA performance weekly and monthly trends and provide performance reports while highlighting areas for development.
  • Help in execution of directives on areas of development while working closely with the Service Delivery Managers and the Training team.
  • Attend to client quality requirements and ensure they are executed appropriately.
  • A Bachelor’s degree
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel,  MS Outlook and Internet Explorer.
  • Good understanding of Performance Management Programme
Experience and skills
  • Minimum of 2 years in a quality position.
  • Captive or contact center experience advantageous.
  • Proven experience in process improvement and quality management.
  • Excellent communication and presentation skills.
  • Exceptional customer service skills are mandatory.
  • Demonstrated ability to meet set performance targets, proven documented track record (advantage if within a call centre environment).
  • Excellent coaching and feedback skills.
  • Excellent organizational skills.
Key competencies and attributes:
  • Demonstrated exceptional Customer Service Skills
  • Comprehensive knowledge of service line Key Performance Indicators.
  • Attention to detail, good numerical skills and exceptional listening skills.
  • Ability to maintain confidentiality of information
  • Ability to work in a strict deadline driven environment
  • Maintains healthy team dynamics through well developed conflict management skills
If you believe this is an exciting and challenging opportunity for you; log on to to apply.

A highly competitive remuneration is offered for the position.

Only shortlisted candidates will be contacted.
Closing date is Friday 16th August 2013.

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