Head of Quality Assurance at Jiji Online Marketplace Limited

ABOUT THE JOB  

You will manage the overall quality processes of the business and monitor the service and sales calls to assess employee demeanour, accuracy, sales performance and conformity to company policies and procedures.

You will be responsible to develop, create and implement call centre processes and procedures

RESPONSIBILITIES

The following are some of the tasks you will be working on and responsible for:

• The Head QA is expected to recommend system changes based on QA findings, to improve quality and efficiency of the managers and the business 

• Effectively performs call monitoring and provides trend data to management.

• Constantly provide feedback to call centre team leaders and managers.

• Identify training gaps and communicate the same to all stakeholders.

• Coach and Train Call Centre managers on Jiji best practices.

• Constantly monitor and immediately correct anomalies in call centre operations

• Consistently help to improve the quality of calls, reduce employees who hog resources and enhance productivity

• Provide necessary support to online sales agents in resolving issues with clients and dealing with complaints

• Work with the Learning and Development and with HR to develop training modules and methods that will enhance productivity and improve sales

• Influence the online telesales team’s performance to ensure monthly KPI’s and targets are met

• Prepare regular reports of progress and forecasts to the Line Manager

• Prepare QA monthly deductions plan, bonus plan. 

• Actively search for cheaters and agents manipulating the system. 

• Build and manage a QA team .

• All other tasks assigned by your supervisor

REQUIREMENTS
We believe that you will succeed better if you possess the following:

• Minimum 5 years Quality Management experience

• Experience in an E-commerce/Service industry is an added advantage 

• Strong attention to detail, exceptional listening and analytical skills

• Excellent communication skills both written and verbal required

• Excellent organisational skills and ability to handle multiple tasks under deadlines

• Strong knowledge of customer care processes and techniques

• Demonstrated ability to work well in a team environment