The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure adherence to client and organizational standards. This role involves conducting call and transaction audits, analyzing performance trends, and providing actionable feedback to enhance service delivery. The Quality Analyst works closely with operations, training, and leadership teams to identify gaps, recommend process improvements, and support initiatives aimed at driving customer satisfaction, compliance, and overall business performance.
Responsibilities
Quality Auditing
Evaluate contacts based on Quality metrics.
Coaching and Training.
Score and store the data in all Quality tools.
Compliance analysis: Ensure compliance with company regulations with regards to Data Security and Protection Standards.
Results Improvement
Prepare and conduct Feedback Sessions with the agents assigned to the team.
Identify agents’ strengths and Weaknesses.
Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM).
Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents.
Attend 100% calibration sessions and shift briefs.
Participate in team briefings to provide the QA objective and also sit in calibration sessions.
Performance Management
Post results on a daily basis.
Keep an up-to-date record of individual agents’ quality performance for use in performance reviews.
Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
Analyze agents’ work output against guidelines/standards and provide feedback.
Ensure compliance in performance indicators with the team, client and management regarding quality matters.
Cascade updates to the team.
Process Improvement
Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training.
Work closely with Ops team on CSC development.
Attend client meetings/WBRs.
Requirements
Degree/Diploma in any field.
2 years of experience working for a service delivery centre/BPO is desirable.
Proven track record of analytical skills.
Excellent communication skills and a high focus on customer satisfaction.
Great people skills and ability to effectively share feedback.
Good organizational skills, knowledgeable in goal-setting practices.
Examples of data visualization abilities and understanding of support metrics.
Problem-solving capabilities to create meaningful strategies to improve support quality.
Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans.
Understanding of quality processes, tools, and measures to evaluate and improve performance.
Strong feedback and evaluation skills; ability to motivate, support and engage.
How to Apply
Interested and qualified candidates should apply using the Apply Now button on the website or via the application link provided below.
How to Apply
Interested and qualified candidates should apply online through the MyJobMag application portal. You can access the application form directly at: https://www.myjobmag.co.ke/job-application/1189715. Please ensure your CV and relevant certifications are ready for upload.
