Q-Sourcing Servtec
2d ago
  • Nairobi
  • Posted 2 days ago
  • Duties

  • To participate in designing the call monitoring formats and suitable quality standards.
  • To perform call monitoring and provide trend data to the management team.
  • To use quality monitoring data management system for compiling and tracking performances at team and individual levels.
  • To monitor calls of customer contacts.
  • To participate in customer and client listening programs and identifies customer expectations and needs.
  • To provide actionable data to the various internal support groups as and when needed.
  • To coordinate and facilitate call calibration sessions for the organization staffs.
  • To provide feedback to the team leaders and managers.
  • To prepare and analyze internal and external quality reports and managing the staff reviews.
  • Skills and Specifications

  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate knowledge / expertise with PC hardware and software (Word and Excel).
  • Well versed in intermediate to advanced knowledge levels with Internet technology and should be familiar with cable modem technology.
  • Strong knowledge of customer care processes and techniques.
  • Should have demonstrated ability to work well in a team environment.
  • Should be dedicated to provide exceptional service to the company.
  • Education and Qualifications

  • Hold a degree in IT or a related field.
  • 2 year minimum experience in a similar role
  • To apply for this job please visit bit.do.

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