Department: Customer Care
Salary: Ksh 35,000 – Ksh 45,000
Company: A betting company (via Aline Facility Management)
Key Responsibilities:
- Evaluate calls, chats, and emails for compliance with standards.
- Identify areas for improvement and provide feedback.
- Monitor agent performance and give coaching advice.
- Conduct audits to find trends and issues.
- Recommend best practices to enhance customer service and sales.
- Collaborate with training teams for script refinement and upskilling.
- Report QA insights to management and ensure compliance.
- Use customer feedback to drive improvements.
- Stay current on industry QA best practices.
Qualifications & Requirements:
Education:
- Diploma or Degree in Business, Communications, Customer Service Management, or related fields (preferred, not mandatory).
Experience:
- 2–3 years in QA, customer service, or telemarketing.
- Experience in call centers/telemarketing is a plus.
Technical Skills:
- QA software, CRM systems, and call monitoring tools.
- Microsoft Office proficiency (Excel, Word, PowerPoint).
Soft Skills:
- Strong analytical and problem-solving skills.
- Great communication and coaching abilities.
- High attention to detail.
- Ability to work independently and in teams.
Application Instructions:
📧 Email: [email protected]
🗓 Deadline: 11th March 2025
📌 Subject Line: QA
