Mission Statement for the Role: 
To drive a kaizen culture by providing ongoing support from a quality improvement perspective.
Overall Responsibility: 

Implement/develop relevant service levels quality assessment guidelines.
Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.
 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.

Key SMART Results for A-Player Success

Be proactive with customer success by driving regular audits as per the SLA expectations - By the end of Q2 2024
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 - By the end of Q2 2024
Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - By the end of Q2 2024
Increase process optimization by suggesting workflow automation/ process improvements - By the end of Q2 2024
Deliver a world-class customer support experience by improving the available evaluation matrices - By the end of each quarter
Improve the quality of our customer service by facilitating periodic evaluation tests - By the 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 is 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