Customer Care Quality Assurance Analyst at M-KOPA

Job Description

• The job holder will be required to evaluate the quality of agent interactions with M-KOPA customers through the various touch points (inbound and outbound) and provide reports and remedial actions to address any gaps.

Key Job Functions

• Evaluats M-KOPA agent interactions with the customer via the various customer touch points and implement International best practices to meet and surpass internal business and customer expectations
• Compile evaluation reports in relation to Call Centre agents performance on call and other touch points in line with the set compliance and performance practices
• Provide Customer Agent Satisfaction feedback to the business for further action in improving the scores
• Conduct coaching sessions for Call Centre agents and provide scored data to the team leaders 
• Assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements
• Assess Call Centre agents' knowledge and skills against the current existing products, system and processes
• Conduct ad-hoc job-related audits
• Carry out deep dives to determine reasons for noted gaps as requested 
• Provide various monthly & weekly reports on training and quality related metrics 

Requirements

• Bachelor's Degree in any field (Social Sciences is preferred) 
• 3 years’ experience in the call center industry 
• 1 year and above experience in a customer service leadership capacity competency 
• Demonstrates strong leadership style and work ethic.  
• Excellent communication and listening skills. 
• Ability to mentor and guide.  
• Display high integrity and honesty.  
• Demonstrate technical and professional expertise.