Quality Analyst at Africa Management Solutions Limited (AMSOL)

Africa Management Solutions Limited (AMSOL) is the fastest growing Human Resources and Management consulting firm that offers an array of hr solutions tailored to accurately address all the human resource and management needs of any organization.

 

Quality Analyst

  • Job TypeFull Time
  • QualificationBA/BSc/HND , Diploma
  • Experience
  • LocationNairobi
  • Job FieldData, Business Analysis and AI 

About the Job:

  • The incumbent will be responsible for quality scores S/he will assist the Training and Quality Manager in setting quality standards across the organization’s work streams

Key Responsibilities:

  •  Analyze agents’ work output against guidelines/standards and provide feedback
  •  Identify agents’ strengths and Weaknesses
  • Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
  •  Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
  •  Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
  • Collaborate with Operations to ensure that best standards are revised and updated where need be.
  • Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
  •  Keep an up-to-date record of individual agents quality performance for use in performance reviews
  • Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:

  • A degree or diploma in a business related field or equivalent
  • Six months’ work experience in a contact center environment.

Preferred Qualifications:

  • Experience in both data and voice accounts .

Method of Application

Qualified and interested applicants who meet the specifications are requested to upload their CVs by clicking on the link https://amsoljobs.africa/ by 15th November 2024.  Indicate the position applied for in the subject line. Applications will be reviewed on a rolling basis and only shortlisted candidates will be contacted.

Interested and qualified? Go to Africa Management Solutions Limited (AMSOL) on amsoljobs.africa to apply

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