Addis Ababa
LonAdd Consultancy PLC( Recruiter/ 86214)
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem and Hawassa. We are recruiting Quality Analysts for an international company engaged in the business process outsourcing sector.SUMMARY:The Quality Analyst will be responsible for ensuring excellence in call quality standard; by conducting live call monitoring; evaluation of calls; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement. Main Duties:  Evaluates a pre-determined number of calls per day in line with Quality process and procedures.Provides ongoing constructive feedback and coaching to Customer Care Executives to help develop them in order to improve their performance.Schedules and participates in call calibration sessions with the client and operations team.Conducts live and remote monitoring of Customer Care Executives calls to ensure client standards are being maintained.Works closely with the Team Leaders and Trainer(s) and other co-functions in managing and improving call center performanceAnalyses the performance trends for new hire on the quality and advises on areas of improvement/re-training.Prepare Quality reports on trends and observations to ensure client and customer satisfaction, in line with pre-determined reporting frequency.Interprets quality data to initiate, implement and tracks quality initiatives for continuous improvement.Participates in the implementation process of call drivers to ensure client and customer satisfactionProactively evaluates internal controls for auditing purposes.