Wananchi Group (K) Ltd
Job Title: Quality Analyst
Department: Customer Experience – Zuku Fiber
Position Reporting to: Manager – Businee Analyst
Job Purpose / Summary: Reporting to Billing and Quality Team Leader, the Quality Analyst is expected to turn data into information and information into insights to guide business decisions and monitor, document call quality in support of the departmental quality goals and initiatives.
The Analyst will conduct full operations lifecycle activities to include requirements analysis, design, develop analysis and reporting capabilities with continuous monitoring of performance and evaluates both verbal and written customer contact by Agents.
Key Performance Indicators:
Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives.
Monitor agent’s calls by reviewing emails for accuracy of information and call handling standards with solutions to customers.
Deliver coaching feedback to agents on call and email performance by Providing Supervisors and the Manager with regular performance feedback on the agents.
Interpret data, analyze results using statistical techniques and provide ongoing reports.
Identify, analyze, and interpret trends or patterns in complex data sets.
Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning
Work closely with management to prioritize business and information needs
Ensure there is a recovery plan on data relating to customer support operations
Manage the information systems through defining data entry & extraction points
Provide customer support and assistance in issue troubleshooting and resolution
Key Performance Indicators:
Experience & Background Needed
Proficient in Word, Excel and PowerPoint for presentations and reports required.
Proven ability to achieve
and maintain departmental quality standards
Professional demeanor, dependable, and able to maintain confidential information
Good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency
Strong written communication skills. Excellent grammar, spelling, and sentence construction.
Exceptional listening, analytical skills, ability to train and develop support agents.
Strong knowledge of customer care processes and techniques
Flexible, detailed, and able to successfully adapt to change.
Ability to work independently.
2 years’ experience in a large 24/7 customer support operation, preferably in ICT environment.
Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment
Experience in data analysis, reporting, planning and presenting findings
Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc) data mining and segmentation techniques
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
BS in Mathematics, Economics, Computer Science, Information Management or Statistics
How to apply
Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to firstname.lastname@example.org on or before 10th August 2022.
The subject line on the application should be Quality Analyst
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Only short-listed candidates will be contacted.
Note: Canvassing will lead to automatic disqualification.