HCS Affiliates Group is seeking a dedicated Call Centre Quality and Performance Manager (RTO) to join their team in Nairobi. This role is ideal for a data-driven professional with a background in call center operations who is passionate about maintaining high service standards and driving operational excellence. You will be responsible for overseeing quality assurance processes, monitoring performance metrics, and fostering a culture of continuous improvement.
Key Responsibilities
Performance Monitoring and Evaluation: Track, analyze, and report on call center performance against key benchmarks and KPIs.
Quality Assurance: Implement and maintain robust quality assurance frameworks to ensure all customer interactions meet or exceed standards.
Continuous Improvement: Identify operational bottlenecks and inefficiencies, developing and executing strategies to enhance overall performance.
Training and Development: Collaborate on the development of training programs to address skill gaps and support team growth.
Compliance and Standards: Ensure all call center activities align with internal policies, industry standards, and regulatory requirements.
Team Leadership: Lead and motivate the quality and performance team to achieve excellence.
Requirements and Qualifications
Education: A Bachelor's Degree from a recognized institution.
Experience: Previous experience in a similar Quality and Performance management role is mandatory. Experience specifically within a call center environment is highly preferred.
Analytical Skills: Strong analytical capabilities with a data-driven mindset and a keen eye for detail.
Technical Proficiency: Experience with quality assurance software and analytical tools.
Interpersonal Skills: Excellent communication, problem-solving, and decision-making abilities.
Alignment with Glovo Values: Humble (open to learning), Good Vibes (positive attitude), High Bar (commitment to excellence), and Care (empathy for others).
What's in It for You?
Hands-on experience in a dynamic tech-driven company.
Opportunity to work with a high-performing and collaborative team.
Real impact on operational excellence and customer satisfaction.
Career development and networking opportunities within a growing consultancy group.
How to Apply
Applicants who meet the requirements should send their application and detailed CV, including a daytime telephone number, to: jobs1@hcsaffiliatesgroup.com.
Important Instructions:
Use 'RTO - Quality and performance manager' as the subject line.
Candidates MUST indicate their Current and Expected salaries within the application.
How to Apply
Interested and qualified candidates should submit their applications and detailed CVs, including a daytime telephone number, to jobs1@hcsaffiliatesgroup.com. Please ensure the subject line reads: 'RTO - Quality and performance manager'. Applicants MUST also state their current and expected salaries in their application email.
