Senior Quality Analyst & Customer Care Trainer at M-KOPA

About the Job

• We are looking for someone who will be responsible for ensuring all customer interactions in the M-KOPA call center are handled as per the standard operating procedures.
• The role holder will conduct quality checks at all customer touchpoints with M-KOPA through random sampling of calls, chats, e-mails, etc., and will identify customer care training needs, develop, and implement training programs from the gaps identified.

Responsibilities
Quality Analyst:

• Monitor and analyze customer care interactions (Calls, emails, chats, etc.) to ensure CCR interactions are as per company call handling standards.
• Periodically report on the center's quality performance to the customer care management and creatively suggest ways of improving operational efficiency and the quality-of-service delivery across all customer relationship management.
• To support management by ensuring that quality assurance processes are followed so that service quality is not compromised.
• Design quality and compliance processes as and when there is a business need.
• Benchmark the practices of various firms with the contact centre to identify what other quality-assurance teams are doing to improve customer relations.
• Evaluate M-KOPA agent interactions with the customer via the various customer touch points and implement global 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.
• Assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements.
• Conduct ad-hoc job-related audits.
• Carry out deep dives to determine reasons for noted gaps as requested.
• Provide weekly reports on RCA (Repeat Call Analysis) to determine if the repeat call behavior were CCR specific.

Trainer:

• Identify training and development needs in collaboration with the team leaders and Customer Care manager.
• Design and implement training programs for the call center including a monthly training calendar and schedule training as per the calendar.
• Monitor and review the progress of the trainees through the monthly quizzes and review questionnaires.
• Address specific training gaps during one on ones or group sessions and develop training tools to progress the overall training experience and to keep up with the current training trends.
• Review customer journeys, and process flows, identify lapses & gaps resulting in the delay, and escalate issues of concern to the appropriate unit for immediate action.
• Provide Customer Agent Satisfaction feedback to the business for further action towards improving overall agent interactions with M-KOPA customers.
• Provide scored data and reports to team managers for their coaching sessions and feedback to low-performing CCRs.
• Design and implement training programs for the Call Centre in line with new products, process changes, systems, soft skills, or refresher training requirements.
• Update the monthly training calendar and schedule training as per the monthly plan.
• Monitor and review the progress of the Call Centre agents through monthly quizzes and review quiz performance and related gaps.
• Update the Knowledge Base with up-to-date training and troubleshooting information
• Send out communication to the Call Centre pertaining to new products, processes, systems, or troubleshooting step changes.
• Provide various monthly & weekly reports on training-related metrics.
• Create educational videos to assist CCRs to resolve issues faster
• Track the entire progress of the training and quality assurance team.

Qualification and Skills

• Bachelor's Degree or Diploma in a Business field or equivalent
• 2 years experience in a Team Leadership role or equivalent
• Proficient in MS Office Suites
• Great leadership and interpersonal skills
• Good decision-making and problem-solving skills
• Great analytical skills
• Ability to work in a fast-paced environment.