Quality Manager Job Opportunity in Kenya

Job Opportunity: Quality Manager

Are you looking to grow your career in quality management in a demanding service environment?

You will be working with the operational business units/departments to define the overall requirements for business processes, and the high level approach for delivering these requirements whilst driving the improvements for customer service.

Responsibilities:

  • Leading the development and execution of consumer quality programs, systems and audit requirements to proactively deliver excellent high quality consumer expectations.
  • Develop consumer engagement tools to establish and maintain effective trusting business relationships at all levels.
  • Manages and develops a team of quality specialists and collaborates with multidisciplinary teams to ensure a high quality.
  • Determines quality standards by studying inbound and outbound in order to pinpoint process, performance and system issues that interfere with optimal consumer experience.
  • Verifies results by measuring skills in use of scripts, product, knowledge, service ability, greeting, diction, listening, objection handling, efficiency and courteous close of call.
  • Provides quality rating, identifies training needs, recommending new workflow changes.
  • Ensure quality from associate to customer through robust monitoring and processes.
  • Displays sound judgement, flexibility, strong communication skills to continue to optimize consumer experience

Qualifications

  • Diploma/Bachelor’s degree in a related field
  • 7+ years related technical experience required, preferably in contact centre quality environment
  • 5 years of leadership or management experience required
  • Proven experience in strategizing, thinking operationally, organizing, leading quality or process improvement initiatives
  • Analytical Skills coupled with a flair for numbers and analysis with proven problem solving, interpretation and attention to detail capabilities
  • Proven ability to work in a team and proactively contribute ideas to continuously improve team performance
  • Demonstrated track record of working to deadlines and being efficient and organized in all operations
  • Excellent customer service ethic & telecommunications, banking/finance/insurance or related industry knowledge.

Interested and qualified applicants should send their applications and CV’s to executivesearch@humantalentrecruit.com



Job Summary:
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Nairobi

Nairobi, Kenya
N/A

Nairobi County

Kenya

Audit and Quality Assurance, Business Administration & Management

Updated: July 4, 2018 — 4:48 pm
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