Summary
Date Posted: Tuesday, September 05 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job description
The Telesales Quality Analyst is responsible for ensuring all customer interactions in the M-KOPA call center are handled as per the standard operating procedures. The Telesales QA will work hand in hand with other Quality Analysts and Team leaders to ensure the quality of customer service in the call center is not compromised at all points of interaction.

You will report to the Quality Analyst.

Main responsibilities
• You will offer support in developing and implementing Tele sales quality processes, procedures, and standards to improve the overall M-KOPA customer experience.
• You will listen to Telesales Representatives and client calls; and provide real-time feedback to quality outliers to ensure improvement while consolidating good performers.
• You will actively participate in the design of call monitoring formats and quality standards
• You will identify knowledge gaps and use data trends to make recommendations for training to the leadership team.
• You will use a quality monitoring data management system to compile, track, and prepare performance presentations and reviews at the team and individual levels.
• You will champion compliance to M-KOPA call center internal policies, processes, and regulations and drive for changes that will improve the overall customer experience for best practice.
• You will document call behavior and provide actionable feedback to Telesales Representatives and the Call Centre Leadership team.

Main Competencies
• A Bachelor’s degree in any field.
• At least 2 years experience in a call center setup as a quality analyst.
• Background in auditing Telesales teams will be an added advantage.
• Leadership and interpersonal skills
• Performance management, coaching, and mentoring skills
• Good decision-making and problem-solving skills.
• Good Performance track record.
• Ability to work under pressure and deliver on agreed timelines.

What's in it for you
• Great compensation package
• Bonus
• Annual Leave
• Learning & Development Support


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

Interested applicants?Click here to apply


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