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Quality Assurance Officer

Ad ID
1126011
Posted at
Friday, 17:01
Details
Company Industry
Banking & Finance
Work Type
Full time
Job Level
Mid level
Minimum Qualification
Bachelor
Years Experience
2 years
Application Deadline
2018-08-18
Location
Nairobi CBD Nairobi
Description

Musoni is the world’s first financial institution to exclusively use mobile money. We aim to be the most efficient microfinance institution in Kenya by being cashless, paperless and data driven to offer the best value, most flexible and most customer-oriented financial services in the market.

Role Summary

We are looking for a Quality Assurance Officer. The successful candidate will be responsible for evaluating, monitoring and developing overall Corporate Social Responsibility performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service. As the QA officer will implement quality assurance objectives and processes, monitor and evaluate testing results against the predetermined objectives, and apply recommended actions for improvements. The successful candidate will be based at the Contact Centre in Kawangware (Nairobi) and will report directly to the Chief Innovation Officer.

Key Responsibilities include

  • Ensure staff adheres to set out service line processes and procedures as per client expectations.
  • Listen and evaluate a pre-determined number of calls, social media interactions and emails per Customer Experience Officer in a week for all CXOs assigned to ensure that quality standards are met.
  • Evaluate the Branches Customer Service Assistants (CSAs) by making call outs to customers who have visited the Branches within the week.
  • Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs.
  • Analyse QA performance trends and conduct pre-determined daily coaching sessions of 15mins each with CXOs or CSAs while providing effective developmental feedback.
  • Schedule weekly performance meeting with Team leaders and:
  • Evaluate a pre-determined minimum number of live call evaluations to help drive correct call handling procedures.
  • Provide QA feedback and actions to drive CXO behaviour and Quality improvement.
  • Provide QA feedback on previous day performance in pre-shift meeting.
  • Compile weekly testing process on Call flow, products and objection handling and complaints handling based on QA results generated.
  • Assist Team leaders with floor coverage to provide CXOs with support on customer queries and handling escalated calls.
  • Provide support to new CXOs during the nesting period by scheduling coaching sessions.
  • Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
  • Provide feedback to the Management on areas that will improve quality, productivity and procedures.
  • Conduct customer satisfaction / expectation, mystery shopping surveys, and report the findings and critical points to related departments.
  • Provide counselling & coaching sessions and conduct refresher training with staff with areas of improvement
  • Participate in other duties and activities as requested.

Qualifications

  • A Bachelor’s degree in in any of these fields: Telecommunications, Computer Technology, Computer Science, Information Technology.
  • Fluent in the English and Kiswahili Language (neutral and clear accent)
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
  • At least 2 years of Customer Service experience, with at least 2 years in leadership a position
  • Comprehensive knowledge of service line
  • High level of initiative and work well in a team environment
  • Excellent written and oral communication skills
  • Committed to quality, customer service, equal opportunities and diversity, best practice and best value

If your career aspirations match the requirements of this exciting career opportunity, please send your CV and cover letter, to careers@musoni.co.ke with the title “Quality Assurance Officer” on the subject line not later than Friday 17th August, 2018. Your cover letter should explain what you believe you can offer Musoni. Only shortlisted candidates will be contacted.

Musoni Microfinance is an equal opportunity employer.

Ensure staff adheres to set out service line processes and procedures as per client expectations.

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