Addis Ababa
Multichoice Ethiopia PLC
Purpose of the Position: The role holder will be responsible to monitor and evaluate outbound calls / transactions for quality assurance purposeKey AccountabilitiesOperations Delivery§  Monitor and evaluate inbound & outbound calls received and made by Call Centre§  and Retention Representatives respectively daily§  Monitor and evaluate written correspondences received by the Digital team daily§  Ensure call and written correspondences evaluations show the true reflection of§  quality§  Real time call monitoring and provide trending reports hourly and feedback to§  agents daily on issues.§  Conduct trend analysis§  Handle escalated queries§  Evaluate and recommended processes and procedures for customer retention§  Participate in projects§  Monitor QA systemManage Feedback Sessions§  Manage Feedback Sessions§  Provide feedback to CSRs on call quality§  Identify and escalated training needs§  Report Deviances from Standard Operating Procedures to Supervisors§  Coach Customer Service Representatives§  Evaluation and ReportingEvaluation and Reporting§  Completed feedback sheets§  Completed weekly and monthly reports Developed and Maintained evaluation criteria