Call Center Quality Analyst at Poa Internet

Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Call Center Quality Analyst in our Customer Experience Department.

At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.

Mission Statement for the Role:

To drive a kaizen culture through providing ongoing support from a quality improvement perspective.

Overall Responsibility:

– Collaborate with team leaders in providing support to the customer facing teams with an aim of ensuring they offer a positive, empathetic and professional attitude towards customers at all times
– Perform daily audits on both inbound/ outbound calls, social media and chat responses
– Implement/develop relevant service levels quality assessment guidelines
– Lead scheduled calibration sessions with the customer facing teams and offer timely performance feedback with an aim of progressional improvement
– Conduct regular side by side coaching sessions
– Constantly review the quality monitoring forms to maintain its relevance plus measure the Net Promoter Score overtime
– Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis
– Evaluate Call Centre Agents preparedness by administering periodic short tests and giving feedback on performance.
– Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.
– Identify call center process gaps/loopholes and escalate to the call center management
– Facilitate workflow modeling in order to collaborate on process improvement, automation capabilities and clearly define end to end use cases

Financial:

None

People:

None

Key SMART Results for A-Player Success

• Be proactive with customer success by driving regular audits as per the SLA expectations – End of Q2 2023
• Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis – End of Q2 2023
• Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps – End of Q2 2023
• Increase process optimization by suggesting workflow automation/ process improvements – End of Q2 2023
• Deliver a world-class customer support experience by improving the available evaluation matrices – End of each quarter
• Improve the quality of our customer service by facilitating periodic evaluation tests – End of each quarter

Level of Management Experience Required (Mandatory & Nice to Have)

Experience in developing and implementing call center QA programs

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• A bachelor’s degree in Communications, Social Sciences, Public Relations or any other relevant field – H
• At least 3 years working in a call center as a quality analyst – H
• Excellent listening and analytical skills – H
• Ability to demonstrate critical thinking – H
• Ability to multitask and work under pressure – H
• Have strong organizational, attention to detail and time management skills – H
• Have an independent mind with an assertive and creative nature – H
• Be a team player with strong interpersonal skills and a positive attitude – H
• Proficient in Word, Excel, and PowerPoint for presentations and reports required – H
• Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction – H
• A strong passion for co-curricular activities #tujienjoy kazini – M
• Knowledge on internet service provision- M
• Experience developing and implementing QA programs highly preferred- M
• Flexibility to adapt to changes in a growing organization- M

Mandatory Criteria if Any with no exceptions to hire

• Must have experience working in a call center as a quality analyst
• Must have led and managed at least a team of 5 agents
• Must have exceptional customer service, communication and analytical skills

APPLICATION