Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services. We are looking for a Quality Assurance (QA) Officer to boost our revenue growth and profitability by ensuring high standards of customer interaction and sales efficiency within our call center. The role involves monitoring calls, coaching agents, and analyzing performance to ensure alignment with company guidelines and quality metrics.
Responsibilities
- Call Monitoring: Monitor calls to ensure agents are interacting with customers in accordance with company guidelines while solving the client’s needs.
- Agent Engagement: Drive agent engagement through conducting training, coaching, and mentorship programs so agents fully understand the QA metrics.
- Documentation: Assist in the preparation of QA documents and distribution to call center agents.
- Auditing: Conduct call audits to determine areas of improvement and monitoring agents' performance as per the QA metrics.
- Deep-Check Analysis: Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement.
- Scheduling: Plan and schedule QA training, one-on-one coaching, and calibration sessions.
- Performance Assessment: Assess agents' monthly performance by working closely under the supervision of the QA manager.
- Efficiency Improvement: Improve overall call center efficiency through constant improvement of agent’s behaviors, sales performance, and customer experience through training.
- Compliance: Monitor compliance ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills, and ensuring customer retention.
- Meetings: Attend and actively participate in QA meetings.
- Reporting: Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.
Requirements
- A Degree or diploma in any field.
- 2 years and above experience as a QA in a busy outbound call center.
- Proficiency in Excel, G-suite, emailing, and PowerPoint presentation.
- Excellent data collection and analysis skills.
- Excellent interpersonal skills.
Benefits
- Performance-based bonuses: Earn monthly bonuses tied to your results and quality of work on top of your basic salary.
- Flexible work arrangements: Options for remote work during the week to support work-life balance.
- Professional development: Opportunities to grow your skills, gain certifications, and advance into a more senior position.
- Employee recognition programs: Awards, public recognition, or sponsored personal trips for outstanding contributions.
- Tools & training support: Access to QA tools to help you excel in your role.
- Wellness support: Programs to support focus and wellbeing in a detail-oriented role.
How to Apply
Please send your CV and Portfolio to hr@jiji.co.ke using the job title as the subject of your email.
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