Training & Quality Supervisor

Job Vacancy: Training & Quality Supervisor 

Position Summary: The Account Supervisor serves as the primary account management contact for the client and is responsible for driving performance and ensuring client satisfaction. 

The incumbent is expected to consistently provide excellent management to the team, as well as represent client needs and goals within the organization to ensure the highest level of accuracy and quality. 

In addition, the Training Supervisor should build relationships with clients to encourage new business opportunities.

 

Duties and Responsibilities:  

• Directing, monitoring and adhering to set out department processes and procedures as per client and organizations expectations 
• Train new hires and existing staff on account specific modules and requirements 
• Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted 
• Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience 
• Provide support to new agents during the nesting period by scheduling coaching sessions. 
• Create content for various trainings to be conducted in the account 
• Custodian of the knowledge base and ensure it is regularly updated. 
• Ensures that client issues are dealt with in an efficient manner 
• Aware and in pursuit of opportunities for account growth and new business, by involving the senior management team. 
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations. 
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards 
• Provide feedback to the Training & Quality Service Delivery Manager on areas that will improve customer experience, quality and procedures 
• Manage the QA team and ensure quality process and targets are met

Education and Experience: 

• Tertiary Education (Diploma or Degree) 
• Fluent in the English Language 
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer. 
• Minimum 2 years of work experience in a Call Center training & quality environment 
• Experience in supporting, supervising and motivating professional staff

Key competencies and attributes: 

• Extremely detail oriented
• Motivated, goal oriented, persistent and a skilled negotiator 
• High level of initiative and work well in a team environment 
• Excellent written and oral communication skills 
• Handles stressful situations and deadline pressures well 
• Ability to resolve complaints on an escalated level. 
• Plans and carries out responsibilities with minimal direction 
• General management, organizational and time management skills required.

Interested and qualified candidates should send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the subject line.

Deadline for application is 5th February 2016

Quality Assurance Analyst

Job Vacancy: Quality Assurance Analyst
 

Position Summary: The Quality Analyst is responsible of evaluating, monitoring and developing overall agent performance while ensuring the quality of all customer support activities meets the client standards expectations within the assigned line of service.
 

Duties and Responsibilities: 

The incumbent will be responsible for the following areas: 

• Ensuring staff are adhering to set out service line processes and procedures as per client expectations. 
• Listen and evaluate a pre-determined number of calls per agent in a week for all agents assigned while ensuring that quality standards are met. 
• Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs. 
• Analyse QA performance trends and conduct pre-determined daily coaching sessions of 15mins each with agents while providing effective developmental feedback. 
• Schedule weekly performance meeting with Team leaders and:

1. Evaluate a pre-determined minimum number of live call evaluations to help drive correct call handling procedures.
2. Provide QA feedback and actions to drive agent behaviour and Quality improvement. 

• Listen to a pre-determined minimum number of live calls per day and provide live coaching to the agents. 
• Provide QA feedback on previous day performance in pre-shift meeting. 
• Compile weekly testing process on Call flow, products and objection handling and complaints handling based on QA results generated. 
• Assist Team leaders with floor coverage to provide agents with support on customer queries and handling escalated calls. 
• Provide support to new agents during the nesting period by scheduling coaching sessions. 
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards. 
• Provide feedback to the QA Supervisor on areas that will improve quality, productivity and procedures Participate in other duties and activities as requested.

Education and experience: 

• Tertiary Education 
• Previous experience in a Call Center is Mandatory 
• Fluent in the English Language (neutral and clear accent) 
• Good knowledge of Kiswahili (where applicable) 
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer. 
• Good understanding of Performance Management Programme 
• Previous experience in leading teams

Key competencies and attributes: 

• Demonstrated exceptional Customer Service Skills
• Comprehensive knowledge of service line 

Key Performance Indicators

• Attention to detail, good numerical skills and exceptional listening skills. 
• Excellent Coaching Skills 
• Ability to maintain confidentiality of information 
• Excellent interpersonal and communication skills 
• Excellent organizational skills 
• Ability to work in a strict deadline driven environment 
• Maintains healthy team dynamics through well developed conflict management skills

Interested and qualified Candidates should send their resumes to kenyaoperations@gmail.com clearly indicating the position on the subject line. 

Deadline for application is 5th February 2015

20 Posts for Fresh Graduates at VoicesAfrica Ltd - Call Centre Interviewers Jobs in Kenya

Company: VoicesAfrica
 

Job Title: Call Centre Interviewers

20 Posts
 

Employment type: Part time / Project Based
 

Reporting to: Business Development Executive

VoicesAfrica Panel is a market research panel and a survey provider to the market research industry. 

We are looking for suitable candidates who match the below qualifications to be fully dedicated in making telephonic interviews to both local and international panels.

The Candidate MUST have;

• KCSE mean grade C plus
• Should be fresh graduate
• A minimum typing speed of 30 wpm
• Excellent verbal and written communication skills
• Proficient in computer applications
• Ability to learn detailed instructions quickly
• Ability to explain detailed instructions articulately and clearly
• Ability to multi-task effectively
• Always available on short notice and can work on weekends.

Interested candidates should send their CVs to hr@voicesafrica.com to be received on or before Friday 30th June 2015.

Customer Service Executives

Vacancy: Customer Service Executives

Location: Nairobi (Industrial Area)

Company: Kencall – Call Centre / BPO

Requirements

• Excellent command of the English language
• Must demonstrate a positive attitude and professional demeanor
• Requires strong communication skills, decision making and interpersonal skill
• Detail-oriented and  can multi-task
• Has integrity – honest and ethical
• Flexible, polite & accommodating
• At least 1 year experience in call centre
• Must have outbound call experience
• Diploma or Degree in a related field – public relations or mass communications will be an added advantage

 

Key Competencies and Attributes

• Good computer literacy skills
• Friendly & professional telephone manner
• Determined, good listener & self-motivated
• Team player & Passionate about customer service
• Good listening skills
• Exceptional customer service skills

If you possess the above skills send your CV to hr@kencall.com before 22nd June 2015.

Important: Be sure to include the following reference subject line to your e-mail for consideration.

REF: KCWORLD/Y15/JUNE/CSR

Details of your current/expected salary should be provided in the body of application letter.

Only shortlisted candidates will be contacted.

Team Leader

 International BPO firm with Head Offices in North America, is looking for a Team Leader to provide leadership to team of 20 Data Operators for the Nairobi office.

The Kenyan office will provide BPO services for international and local clients. 

The team leader will coordinate with an assistant team leader and the project management team to effectively produce quality work in a timely and fashionable manner.

Key responsibilities:

• Providing leadership and support to a team of 20.

Required skills and competences:

• Very good written English (grammatically correct, can express things clearly)
• A people person with a passion for digitization.
• Ability to work accurately and with an eye for detail and instill the same in the team
• Ability to respond promptly to emerging issues while ensuring that the team is meeting client expectations.
• Ability to communicate and coordinate with internal departments
• Ability to multitask and take up more workload when required
• Internet skills: ability to work in multiple tabs and multiple browsers efficiently in a web browser based support system (speed and accuracy are important)
• Very good work ethic (is reliable, motivated, professional)
• University graduate with not more than 3 years out of school.

Candidates with neutral accents and great communication skills will be given priority.

To apply, send CV only to Kenya_jobs@digitaldividedata.com by August 14th 2012.

Kindly indicate the position applied for and minimum salary expectation on the subject line.

Call Centre Operator

Food and Agriculture Organization of the United Nations
   
Vacancy Announcement No: FAO/32/2012
 

Issued on: 8th August 2012   
 

Deadline for Application: 21st August 2012    

Position Title: Call Centre Operator 

1 Position   

Grade Level: SC-4
 

Contract Type: Service Contract    

Duty Station: Nairobi

Organizational Unit: FAO-Somalia

Duration: 3 Months with possible extension 
 

Eligible Candidates: Kenya & Somali Nationals Only    

Anticipated Start Date: September 2012

Under the overall supervision of the FAO Somalia O-I-C and of the Emergency Coordinator and the Programme Coordinator, and the direct supervision of the Information Management Unit Officer,  the Call Centre Operator will  contribute to efforts that monitor projects outputs against work plan and targets, including those of the Service Providers for the overall FAO Somalia Programmes.

He/ She will:

• Assist in collecting data and information on the activities of each component of the FAO emergency and programme components
• Assist in compiling the data for each components of the emergency and programmes
• Organizes and conducts phone-based surveys for the units utilizing a pre-existing format
• Follow FAO SO survey methodologies and existing formats for data and metadata storage (databases, tools, protocols)
• Be available to receive phone calls from key informants and record data in standard template (green-line calls)
• Enter data received from key informants into FAO SO databases
• Maintain a schedule of surveys and work efficiently towards their completion
• Perform other related duties as required.

Minimum Requirements

• Diploma in a related field
• At least two years of experience working in communications or outreach position
• Ability to effectively use standard MS Office software, especially experience with data entry and management systems.
• Ability to work under minimum supervision.
• Ability to work in a multicultural environment.  

Minimum requirements:

Education: Diploma in a related field.

Knowledge and skills:     

• At least two years of experience working in communications or outreach position. 
• Systematic and efficient approach to work assignments; good judgment and analytical ability; ability to manipulate large data sets; excellent attention to details; communicates with supervisors and colleagues on a regular basis; candid and trustworthy when issues are raised.
• Ability to work under minimum supervision.
• Good knowledge of the UN work system and ability to work effectively with people of different national and cultural backgrounds.

Languages: Excellent knowledge of English and Somali

To Apply:

Send your application to:
   
Candidates are requested to submit a covering letter quoting the Position Title and Vacancy Announcement No. FAO/32/2012 along with their current/detailed Curriculum Vitae and FAO Personal History (PH) form available at http://fmt.faoso.net/documents/PH_form-Blank.docx . 

E-mail is the preferred means of receipt and the application should be sent to HR-Somalia@fao.org.  

The subject line of the e-mail message should read CONFIDENTIAL – FAO/32/2012.

If making a hard copy submission, the envelope should be clearly marked CONFIDENTIAL – FAO/32/2012 and sent to the following address:

FAO-Somalia
UN-Somalia Ngecha Road Complex
Corner Lower Kabete Road/Ngecha Road
P.O. Box 30470-00100
Nairobi, Kenya.

Applications may also be faxed, again clearly indicating CONFIDENTIAL - FAO/32/2012 in the subject line, to +254-20-4000333.

Applications must be received by the deadline.  

Late applications will not be considered.

Only short listed candidates meeting all essential qualifications will be contacted.

Information Call Centre Agent Job in Kenya

 Our Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Agent to effectively achieve its strategic objectives
   
Role Summary

Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Key Tasks and Responsibilities:

• Answer calls professionally
• Respond to customer enquiries
• Research required information using available resources
• Handle and resolve complaints
• Provide customers with product and service information
• Route calls to appropriate resources
• Follow up customer calls where necessary
• Complete call logs
• Produce call reports.
• Build customer’s interest in the services and products offered by the company
• Arrange for the dispatch information packages, brochures etc. to clients and interested parties

Skills and Competencies:

• Communication skills – verbal, written and eloquence
• Knowledgeable and quick in decision making
• Mature,temperament,patience and empathy
• Passion for people
• IT skills including familiarity of CRM solutions
• Good memory, ability to comprehend, captures as well as interprets basic customer information.
• Ability to follow through
• Self-drive initiative
• Sound judgmental powers; ability to manage difficult customer situations
• Attention to details

Education and Experience:

• Business related degree
• At least one year insurance experience
• Progress in Professional qualification in insurance e.g. ACII, COP preferred
• Knowledge in customer service principles and practices
• Knowledge of call centre telephony and technology
• One year experience in sales and marketing and customer service

How to Apply:

If you are qualified and up to the challenge, please apply via www.altimaafrica.com/careers.php. 

Deadline for application is Thursday 24th May, 2012.

Please note that only qualified candidates will be contacted. 

Chief Finance Officer, Company Secretary, Retail Managers, Shop Managers, Call Centre Supervisor, Service Network Specialist Jobs in Kenya & Tanzania

Manpower Vacancy Briefs

Job Ref: 5340
Job Title: Chief Finance Officer (Bank)
Remarks: For a fast growing profitable medium sized bank. MBA, full CPA or ACCA with min. 8 years in senior financial positions. Banking sector experience an advantage.

Job Ref: 5341
Job Title: Company Secretary (Bank)
Remarks: LLB, (or LLM) plus CPS (K) and min. 3-5 years company secretarial experience.

Job Ref: 5342
Job Title: Retail Managers
Remarks: For a leading supermarket chain. Graduates, with ERP ICT experience, plus experience as manager in leading supermarkets. Attractive salary

Job Ref: 5343
Job Title: Shop Managers
Remarks: For a leading supermarkets chain. Graduates, fully computer literate with ERP and relevant experience in supermarkets,shop retail chains etc. Attractive salary.

Job Ref: 5344
Job Title: Purchasing Assistants
Remarks: With minimum 3 years experience in local and overseas purchasing for supermarkets.

Job Ref: 5345
Job Title: Call Centre Supervisor (Dar-Es-Salaam)
Remarks: For a leading multinational group supplying its famous brand of electronics. Minimum 1-2 years in call centre experience. Attractive dollar salary.

Job Ref: 5346
Job Title: Service Network Specialist (Dar-Es-Salaam)
Remarks: For a multinational electronics giant. BSc Technical with minimum 3 years relevant work experience.
 

Apply on-line only to recruit@manpowerservicesgroup.com before 12 noon, 16th May, 2012. 

Disclose current or past salary. 

Failure to disclose could disqualify your application.

Information Call Centre Manager Job in Kenya

Our Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Manager to effectively achieve its strategic objectives

Role Summary:

Manage, supervise and coordinate activities of the Information / call centre

Key Tasks and Responsibilities:

• Setting and meeting performance targets for speed, efficiency and quality;
• Managing the daily running of the Call Centre;
• Liaising with other departments, managers and third parties to gather information and resolve issues;
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimize errors and track operative performance;
• Reviewing the performance of call Centre agents, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the Centre and preparing reports;
• Handle escalated and complex customer complaints or enquiries;
• Organizing staffing, including shift patterns and the number of staff required to meet demand;
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products

Skills and Competencies:

• Ability to read, analyse and interpret general business periodicals, professional journals etc.
• Ability to write reports, business correspondences
• Ability to effectively present information and respond to questions from groups of managers, clients etc.
• Quick on your feet reasoning ability
• Ability to solve practical problems and deal with a variety of concrete variables Organisational skills

Education and Experience:

• Bachelor’s degree in B Com, Marketing or equivalent required.
• Minimum of 3 years’ experience in insurance industry
• Minimum of 3 years progressive management experience
• Minimum of 3 years’ experience in data extraction, report formulation, interpretation and analysis
• Strong written and verbal communication skills including presentation skills.

How to Apply:

If you are qualified and up to the challenge, please send application to kenyanrecruiter@gmail.com, indicating on the subject line the role title.

Deadline for application is Tuesday 15th May, 2012.

Please note that only qualified candidates will be contacted.

Orion IT Management (A) Ltd - Market Research Executives (French) Jobs in Kenya

Orion IT Management (A) Ltd is a business process outsourcing company that is set to provide voice-based market research services to clients in Europe and North America.

We are looking for staff to join our company who are proficient in English, are high-motivated and have a passion for customer service.

Qualifications

• Bachelor’s degree
• Have clear diction and neutral accent
• Working knowledge of French, spoken and written, is required

Experience

• At least 1 year of working experience
• Computer literate
• Excellent communication skills
• Flexibility and available to work weekends and at times public holidays
• Experience in a call center environment would be advantageous

To apply

Visit our website http://www.orionitmanagement.com/careers, complete the form and send your CV to info@orionitmanagement.com.

Your application should include your an application letter on why you feel your experience, skills and qualifications would suit this position and your salary expectation and your CV with one referee, email address and daytime number.

Please note that only shortlisted candidates will be contacted

Orion IT Management (A) Ltd - Management Market Research Executives (English) Jobs in Kenya

Orion IT Management (A) Ltd is a business process outsourcing company that is set to provide voice-based market research services to clients in Europe and North America.

We are looking for staff to join our company who are proficient in English, are high-motivated and have a passion for customer service.

Qualifications

• Bachelor’s degree
• Have clear diction and neutral accent

Experience

• At least 1 year of working experience
• Computer literate
• Excellent communication skills
• Flexibility and available to work weekends and at times public holidays
• Experience in a call center environment would be advantageous

To apply

Visit our website http://www.orionitmanagement.com/careers, complete the form and send your CV to info@orionitmanagement.com.

Your application should include your an application letter on why you feel your experience, skills and qualifications would suit this position and your salary expectation and your CV with one referee, email address and daytime number.

Please note that only shortlisted candidates will be contacted

Customer Service Representatives - Nairobi, Kenya

Customer Service Representatives

Location: Nairobi

Our client, an International BPO firm with Head Offices in Australia, is looking for Customer Service Representatives for their Call Centre in Nairobi.

We are looking for candidates with outstanding communication skills, both written and verbal.

Key Responsibilities

• Screening and moderating user submitted content, answering support requests and performing support functions.
• Moderating and screening written user content on Profiles
• Moderating and screening user submitted photos
• Answering Online Help Requests
• Answering telephone support requests
• Processing Testimonials (depending on language)
• Various support tasks

Key Skills and competences

• Internet literate
• A passion for Customer Service
• Fluent in English and knowledge of any foreign language is an added advantage
• Candidates willing to work on a 24 hour shift system
• Graduates should not apply.
• Ability to respond promptly to customer inquiries
• Ability to handle and resolve customer complaints
• Ability to multitask and take up more workload when required
• Outstanding language skills (grammatically correct, can express things clearly)
• Ability to work with multiple tabs and multiple browsers efficiently in a web browser based support system (speed and accuracy are important)
• Very good work ethic (reliable, motivated, professional)
• Must be aged below 30 yrs

To apply, send your CV only to jobs@flexi-personnel.com by Friday 20th January 2012.

Kindly indicate the position applied for as well as the minimum daily wage expectation on the subject line

Call Center Sales Agents - KenCall EPZ

KenCall EPZ: Inbound Call Center Agents 


Kencall is aggressively hiring energetic individuals as inbound associates. 


Your customer service skills will address product inquires. Your communication skills will provide quality customer service. 


You will need to be highly motivated with a 'can do' attitude, have attention to detail and most of all a passion for customer satisfaction. In our call center, you would deliver exceptional service to our customers. 


Your goal will be to successfully resolve every customer's question, concern, or request on the spot - to both their satisfaction and our clienteles. 

• Must be able to handle large volume of inbound calls, while providing superb service: 
• Managing complex order processing and inputting data
• Contributing to individual and team goals
• One must clearly demonstrate the following qualities:
• Superior customer service skills and ability to maintain positive working relationships
• Solid organizational and detail orientation skills
• Ability to multi-task
• Applicants PC skills; experience with Windows-based computer applications a must
• Excellent communication skills written, verbal and active listening
• Ability to work in a team environment, as well as independently
• Customer Service experience
• Success-oriented

Educational Qualification & Requirements: 

• University degree/ College Diploma in a related field
• Work experience required in a Sales/Customer Service environment
• Must have a neutral crisp clear accent with excellent command of English and Swahili
• Enjoy a dynamic environment and want to be part of a fun, super-skilled team
• Have a strong work ethic, excellent communication skills and enjoy striving for performance targets
• Enjoy working in a challenging environment
• Must be willing to work shifts (Including Nights)
• Preferably have experience in Customer Service or Contact Centre roles.

Kindly call 0711035160 and leave your name, number and the reasons why you would like to work at Kencall and we will get back to you. 


Note: All interested applicants should also apply through our website (www.kencall.com) by filling an online application form. Only qualified candidates will be contacted