job description - Quality Assurance Specialist
- Conduct quality assurance/control functions to ensure compliance to a total quality management framework across all of Contact Centre and Back Office Operations
- Mentor and monitor frontline teams daily to ensure compliance to set customer experience standards
- Conduct regular audits on Key Customer Related processes to ensure operational efficiency
- Produce intelligence and trend reports to manage efficiency indicators of the department
- Conduct investigative activities on Customer Complaints
- Initiate and drive activities impacting the attainment of Customer Experience quality objectives.
- Keep abreast of leading contact handling and feedback best practices.
- Conduct performance gap analysis and present propositions to the training unit for onward intervention
- Prepare/compile agreed periodic activity and performance reports for the attention of the Contact and Back Office Management.
- Assist in ensuring optimal utilization of Quality Monitoring systems and applications in the Quality operations.
- Participate in the development and implementation of the overall Total Quality management.
- First degree or its equivalent in a relevant discipline.
- At least 5yrs experience in a multi-channel contact centre
- 2-3 experience as a quality assurance analyst in a multi-channel contact centre
- Expertise in data management, data analysis, reporting word processing, and project management skills
- Strong customer service and interpersonal skills.
- Good verbal and written communication skills.
- Research, analytical and problem-solving skills.
- Knowledge and effective use of quality management processes and tools.
- Advanced ("Power User") Microsoft Office Suite
- Excellent problem-solving and service recovery skills
- Excellent organizational skills
- Proven ability to multi-task, while maintaining attention to detail
- Experience in creation and execution of validation plans, change control, tracking and data analysis to support process improvement and quality initiatives preferred
- Coordinates and facilitates call calibration sessions for the Contact Center Team Leaders
Since launching our first product in 2018 (BetKing), we have accelerated our growth to meet demand, all whilst hiring an incredible team of Makers, Creators and Innovators across Africa, Europe, and the Middle East.
There has never been a better time to join our Kingdom than today!
The role:
Have you ever thought of joining a hyper growth start-up that's redefining its industry? Look no further! We are one of the fastest growing companies in our sector, using innovative technology and solving the hardest problems to bring African sports fans an unrivalled digital sports entertainment experience, online, offline, 24/7.
You will be responsible for calibrating, monitoring and supporting the quality standards of contact centre and Back Office across all channels of interaction.
Your Reporting Line:
Report to Contact Centre Manager
What you will be doing:
What you need for this role:
Who you are:
Beyond our great company benefits and competitive salaries, we recognize that to grow sustainably and thrive positively we need to engage the right talent because our people are merit to our success. We have an inclusive culture where everyone can thrive and where everybody has a seat at the table.
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About the company
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KingMakers is the leading sports and digital entertainment platform company across the African continent.We are focused on creating opportunities. The opportunity allows individuals and communities t
