Analyst – Quality Assurance Full Time NEW

ROLE PURPOSE

Assess the quality-of-service delivery across all customer touch points; Support the call center and Retail teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders.

KEY RESPONSIBILITIES

•  Quality Monitoring and Evaluations
  •    Quality performance feedback and reporting
  •    Monitoring Customer Satisfaction and NPS
  •    Quality of service improvement and consistency
  •    Gap analysis and Coaching/Training

CORE RESPONSIBILITIES

• Complete daily weekly and monthly assessments as per allocated evaluations
•  Carry out independent and fair assessment of CEE’s according to the quality assessment guideline clearly detailing gaps picked in the evaluation process.
• Respond to queries on issues relating to the quality evaluation process i.e. re-evaluation
• Prepare performance reports each month to highlight performance gaps and opportunities to assist the team leaders in the coaching process
• Attend and drive team reviews by highlighting gaps on quality performance.
• Participate in ISO audits
• Organize and participate in the scheduled calibration sessions with stakeholders every month
• Prepare reports/feedback on quality performance in relation to process, products etc. for the assigned staff to help in procedure/process gap identification
• Generate initiatives, recommendations/proposals impacting service delivery from customer feedback surveys (TNPS/CSAT/Post Call)
• Provide Quality observations on issues impacting service for immediate action
• Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
•  Training and Coaching – Collaborate with the CX Training team by using the evaluation feedback to coach their agents for improvement and assist in training gaps need analysis.

BUSINESS COMPETENCIES
Working with Others

•  Identifies people’s needs, interests and motives to be able to influence the decisions they make;
•  Communicates simply to excite and engage people;
• Pro-actively adapts own style and approach to build rapport, and work with others more effectively;
•   Builds and maintains strong relationships and networks.

Operational Excellence

• Targets effort & resources on high-value, high impact activity;
• Focuses on achieving maximum performance and driving continuous improvement;
• Thinks about processes and problems cross-functionally and end-to-end; Uses knowledge of products, technology, process, systems and policy to solve problems.

Creativity and Innovation

• Finds creative ways to exploit opportunities and solve problems; Takes risks and pushes what is possible;
• Experiments with unorthodox approaches.

Working with Change

•  Responds flexibly to changing situations;
•  Manages the business & people aspects of change to drive performance.
  Language skill
• Tigrigna language is mandatory (writing, reading & speaking)

QUANTITATIVE KPI’s

• Net Promoter Score (NPS) – 75
  •    Call Centre Quality 98%
  •    100% completion of monthly staff assessments
  •    98% Quality Assessment Accuracy
  •    Quality of Consistency +/- 5 variance

JOB REQUIREMENTS

• Bachelor’s degree in a Business/ Social Science discipline from a recognized university
• experience working in a customer service environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage.
• Experience in Quality Management or audit environment will be an advantage.
• Good understanding and fluency in English and any local languages Oromifa, Somali, Tigrinya (both written and spoken)
• Excellent knowledge of telecommunications technology and products
• Knowledge of Call center technologies and operations desirable
• Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
• Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
• Must be analytical and have excellent written and verbal communication skills (articulate), coupled with good listening and critical reasoning skills and ability to provide constructive feedback.
• Must possess excellent interpersonal and presentation skills.
• Strong collaborator who enjoys working in cross-functional teams, with people from different backgrounds.
• Confident, energetic and able to work under pressure with a positive attitude, Creative, complex problem-solving.
• Self-motivated, requiring little supervision and able to meet strict deadlines
•  Knowledge and experience in quality management system (QMS) needed
• Quality Assurance training/Certification would be an added advantage

FUNCTIONAL COMPETENCIES
Products, Services and Technology Knowledge – Consumer:

• Explains the functionality and benefits of our products and services in simple terms that excite and engage the Customer; Matches our products and services to our Customers’ needs;
• Fixes problems to maintain service
  Solution Selling:
• Wins and retains Customers by identifying their needs or business challenges, and matching them to Safaricom products and services;
• Identifies opportunities to win more business by up-selling and cross-selling
  Negotiation:
• Responds positively and professionally to objections, and addresses the Customer’s needs to successfully close the sale; Uses a range of techniques and approaches to make agreements that add value for Safaricom and our Customers; Understands customers’ commercial drivers & leverages them in negotiations
  Competing to win:
• Brings energy and passion to work and always aims to beat the competition Knows what the competitors are offering, how our offer compares and uses market data to drive decisions

Service Quality and Planning:

• Monitors Customer Satisfaction and NPS;
• Plans activity to improve service quality;
• Forecasts future customer contact patterns and volumes across contact channels.

QUALITATIVE KPI’s

• Accuracy, completeness and objective quality monitoring and evaluations
• Timely review of service standards that meet current business needs
•  Objectivity and integrity of the calibration process
• Evidence of stakeholder engagement, communication, briefing, training/coaching on identified service gaps
• Best practice implementation.

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.

Link: https://safaricom.bamboohr.com/careers/468

The closing date for receiving applications is Monday , 3rd March 2025, 5:30 pm.