Customer Operations Analyst, Quality Assurance at Chipper Cash

Job Description

• Chipper is seeking a Quality Assurance Analyst within our Customer Operations team to join the Quality Assurance Team to ensure standardised, high quality, and delightful experiences to our customers across our customer support channels.
• The Quality Assurance Analyst role is responsible for assessing the quality of the performance of the Customer Operations Analyst Who deals with existing and potential customers.
• The QAA will monitor inbound calls, emails, live chat, and social media responses to assess CS agents demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.
• This individual will assist in developing, creating, and implementing Customer Operations quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience. This role reports to the Customer Operations Quality Assurance Manager.

What You Will Be Doing
Quality Design, Monitoring and Evaluation:

• Participate in the design of interaction monitoring formats and quality standards, regularly updating where required
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
• Use quality monitoring data management tools to compile and track performance at team and individual level
• Ensure compliance to standard operating procedures 
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
• Initiate process improvement programs where and when necessary
• Coordinate and facilitate call calibration sessions for Customer Operations staff for coaching and alignment purposes

Improvement of Service Quality:

• Identification of VOCs (Survey Analysis) for process and service improvement
• Prepare and analyse internal and external quality reports for management staff review
• Identification of contributors/sources of customer dissatisfaction for briefing and coaching purposes
• Ensure promises made to customers are being fulfilled

Key Performance Indicators

• Internal Customer Satisfaction Rating.
• Analyst Audit Rating.

Qualifications
You Will Need:

• 3 - 4 years Customer Support experience with a minimum of 1 year in Quality Assurance
• First Degree in any field.
• Excellent English, verbal, written and interpersonal communication skills.
• Ability to multitask and successfully operate in a fast-paced environment.
• Must adapt well to change and successfully set and adjust priorities as needed
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the company.
• Creative ability & writing proficiency.
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint presentation).

Nice To Have:

• Six sigma certification (Yellow or Green belt).
• Product experience.
• Experience in Fin-tech or financial services industry.
• French and Swahili fluency (spoken and written).

What's In it For You

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocket ship pace solving a real problem