Monday, 1 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


Regional Director - Africa

Regional Director - Africa

The International Center for Tropical Agriculture works to reduce hunger and poverty, and improve human nutrition in the tropics through research aimed at increasing the eco-efficiency of agriculture. 

CIAT is a member of the CGIAR Consortium, a global partnership that unites organizations engaged in research for a food secure future. 

The Center’s research focuses on increasing productivity of key crops (cassava, common bean, rice, and tropical forages), reversing soil and land degradation, and using information to foster better decisions about issues such as climate change and environmental management. 

 
Headquartered near Cali, Colombia, CIAT has regional offices in Nairobi, Kenya, and Hanoi, Vietnam, with staff posted in other developing countries as well.

In Sub-Saharan Africa, agriculture will face a combination of high population growth, rapidly degrading farmland, and emerging climate change impacts. 

CIAT’s strategic research on crops (common bean, cassava, tropical forages, and rice), soils, and policy analysis will feed into major initiatives aimed at bolstering food and nutrition security, restoring landscapes to ecological health, and fostering economic growth, based on a sustainable and climate-smart agriculture.

The Position: The Regional Director is responsible for establishing a vision and strategy for CIAT’s pan-Africa research program. 

The regional program consists of a diverse portfolio of projects and team members active in 30 different countries across the region.

This position is responsible for building a coherent regional program that delivers innovative science, working through diverse partnerships to deliver agricultural development impact. 

Specifically, the position focuses on fund raising (donor intelligence, donor engagement, proposal development, and stewardship / communications), development of partnerships (identification, implementation and monitoring) and enablement of a conducive atmosphere across the team to deliver program objectives. 

This position is part of CIAT’s executive team and interacts strongly with Research Programs and Headquarter operations.  

Responsibilities
  • Lead the development and implementation of country and regional strategies and resource mobilization efforts to ensure that research contributes to the achievements of development outcomes
  • Strategically position CIAT in the region and ensure integrity and alignment among CIAT’s activities
  • Build and maintain active relationship with partners and donors in the region and work with Research Area Directors, the Head of Partnerships & Communications, and other CIAT colleagues to ensure the development and maintenance of a strong funding pipeline
  • Build strong relationships with research and development partners (public and private) and identify opportunities for collaborative research
  • Implement Sub-Saharan Africa annual business plan and guarantee goals accomplishment
  • Coordinate work of CIAT in the region and provide oversight and management of research teams and administrative staff
  • Liaise and collaborate with the other administrative areas in the organization (Finance & Administration, Human Resources) as appropriate for financial oversight and management of the projects
  • Be a member of CIAT’s Management Team and contribute to effective leadership and decision making
  • Represent CIAT at national, regional and international events and meetings
Leadership Competencies
  • Strategic Orientation: the ability to think long- term and beyond one’s own area. It involves three key dimensions: business awareness, critical analysis and integration of information, and the ability to develop an action- oriented plan
  • Results Orientation: focused on improvement of business results
  • Change Leadership: transforming and aligning an organization through its people to drive for improvement in new and challenging directions. It is energizing a whole organization to want to change in the same direction
  • Collaboration and Influence: working effectively with, and influencing those outside of, your functional area for positive impact on business performance. Creates innovative partnerships that span the enterprise and reach beyond its walls
  • People and Organizational Development: developing the long- term capabilities of others and the organization as a whole, and finding satisfaction in influencing or even transforming someone’s life or career 
Education and Experience
  • PhD in Agricultural Sciences, Environmental Sciences, International Development or other related fields with a minimum of 10 years of relevant experience post-PhD
  • Demonstrated ability to publish high quality articles in international, peer-reviewed journals
  • Proven ability to build partnerships and raise funds for research programs, and to communicate the impact of donor investments throughout the project lifecycle
  • Possess established donor networks and awareness of donor priorities in the region
  • Excellent communication skills (written and spoken) in English and other local languages desired, and ability to influence a variety of audiences, including policy makers
  • Experience in leading and managing a multi-disciplinary and dynamic team of researchers and development practitioners, and the associated human resource and financial management
  • Willingness and ability to travel internationally and regionally
Terms of employment: This is an International position and will be based at CIAT regional headquarters in Nairobi, Africa and reporting directly to the Director General. 

The initial contract will be for up to three (3) years, subject to a probation period of six (6) months, and is renewable depending on performance and availability of resources.

CIAT offers a multicultural, collegial research environment with competitive salary and excellent benefits. 

CIAT is an equal opportunity employer, and strives for staff diversity in gender and nationality. Women candidates from Africa are particularly encouraged to apply.

Applications
 
Applicants are invited to send a cover letter illustrating their suitability for the above position against the listed qualifications, competencies, skills together with a detailed curriculum vitae, including names and addresses of three referees knowledgeable about the candidate’s professional qualifications and work experience. 

All correspondence should be addressed to the CIAT Human Resources Office to Natasha Marulanda (n.marulanda@cgiar.org) and should clearly indicate “Regional Director-Africa”.

Closing date for applications: Until a suitable candidate is identified.

To learn more about this position please contact Natasha Marulanda @ n.marulanda@cgiar.org
 
We invite you to learn more about us at: http://www.ciat.cgiar.org


Communications and Policy Officer

Vacancy: Communications and Policy Officer
 
The African Population and Health Research Center (APHRC) is an international non-profit, non - governmental organization that carries out high quality, policy relevant research on population, health and education issues facing sub-Saharan Africa.
 
APHRC is looking for a dynamic, motivated, innovative and creative individual to join its Policy Engagement and Communications division, reporting to the PEC Director and based in Nairobi. 

Strong editing and writing skills are mandatory for this role. 

Candidates must submit a portfolio of writing samples with their application.

 
Responsibilities
 
The Communications and Policy Officer will be responsible for corporate communications and will provide support to research programs. As a mid-level member of the PEC team he or she will:
  • Write and edit articles for the Center’s website, quarterly newsletters and other corporate communication products;
  • Work with researchers to develop opinion editorials, blog posts, and articles for non-scholarly publications to support advocacy and research uptake into policy discussions;
  • Lead the dissemination of research findings from the Education and Urbanization programs with creative and innovative products to harness the public interest;
  • Steer policy analysis and mapping for the Urbanization program;
  • Participate in strategic planning and resource mobilization endeavors for the PEC Division;
  • Develop and implement protocols for knowledge management.
Qualifications and Competencies
 
The ideal candidate should be a team player with the following qualities:
  • A first degree in Communications, Public Relations, Journalism or related field; a Master’s degree will be an added advantage;
  • At least five (5) years of post-qualification, increasingly responsible work experience in communication, writing and content creation, public relations and media relations;
  • Demonstrable track record in media engagement;
  • Familiarity with communications approaches for planning, executing, and monitoring communications strategies;
  • Excellent written and verbal communication;
  • Demonstrated willingness to work as part of a team;
  • Networking, interpersonal, analytical and organizational skills coupled with resourcefulness, initiative and maturity of judgment.
Interested candidates are encouraged to apply and include their letter of application, portfolio of their work and CV, through our recruitment portal http://jobs.aphrc.org by 5th February 2016. 

Only short listed candidates will be contacted. 

Cover letters should be addressed to:

The Human Resources Officer
African Population and Health Research Center, Inc
APHRC Campus, Manga Close, off Kirawa Road, Kitisuru

Printing Sales Specialist

Vacancy: Printing Sales Specialist 
 
The Sales Specialists is responsible for performing all sales related activities at a printing firm 
 
Key Responsibilities
  • Responsible to maintain and build sales from specifically assigned clients and prospects
  • Develop an excellent feel for market pricing and have jobs bid accordingly to reach high ‘win’ percentages
  • Track clients pricing against competitors pricing
  • Maintain excellent customer information and notes in Sales
  • Review, process and follow-up on daily unsolicited quote requests
  • Account Management
  • Sales forecasting
  • Generate new sales opportunities
  • Map prospective accounts
  • Engage executives in targeted prospect accounts
  • Manage and maintain a pipeline of interested prospects
  • Push the clients products to the consumers
  • Make Presentations
  • Explains technical phases, such as type size and style, paper stock and binding materials,
Job Requirements
  • 2-5 years of experience in sales in the marketing, software or print industry
  • Experience with selling to large, complex organizations
  • Extensive experience in all aspects of Supplier Relationship Management
  • Strong understanding of customer and market dynamics and requirements
  • Proven ability to achieve sales quotas and goals
  • Willingness to travel and work in team of professionals.
  • Proven ability to achieve sales quotas and goals.
  • Minimum Bachelor’s degree ( Marketing added advantage)
  • Passion
Candidates qualified should send their cvs to cvs@careerdirections.co.ke by 8th Feb 2016


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