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.
- 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.
Knowledge:
- 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 www.horizoncontactcenters.com/careers to apply.
A highly competitive remuneration is offered for the position.
Only shortlisted candidates will be contacted.
Closing date is Friday 16th August 2013.