Call Centre Quality Analyst Job at SunCulture Kenya Limited

Call Centre Quality Analyst Job at SunCulture Kenya Limited… See details on how to apply for the opportunities available at SunCulture Kenya Limited.

Description:

Responsibilities:

• Quality calibration with team members and other support staff and team leads in order to improve call quality.
• Participate in the design of call monitoring formats and quality standards.
• Call monitoring and provide trend analysis data & feedback to call center team leaders and managers.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Monitor customer care social media and email responses to customers and ways of improving the responses
• Participate in customer and client listening programs to identify customer needs and expectations.
• Be proactive and answer team member questions, helps with team member problems, and oversee team member work for quality and guideline compliance.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Deliver weekly/monthly coaching feedback to agents- One on one sessions.

Qualifications:

• Degree in Communication, Public relation, Customer Relations or any relevant field.
• At least 3 years experience in working in a call center as a quality analyst providing customer support to teams.
• Knowledge of call center terminology, applications, and metrics
• Excellent verbal, written, and interpersonal communication skills;
• Excellent communication skills able to deal with people at all levels inside and outside SunCulture;
• 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 CRM tools and analytics with excellent Microsoft office (intermediate Word, basic Excel).