Quality Assurance Officer (QA)
Posted:
Company Details
Industry:
Education Management
Website:
http://www.calltronix.com/
Description:
Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations. We are a next generation business intelligence …
View more
Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
Job Category:
Customer Service
Job Description
REQUIREMENTS
- Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
- Excellent verbal and written communication skills
- Proficiency in QA systems, CRM platforms, and audit tools
- Strong analytical and problem-solving abilities
- Exceptional attention to detail and organizational skills
- Ability to work independently and manage time effectively
- High degree of professionalism, discretion, and integrity.
RESPONSIBILITIES
- Understand, document, and monitor compliance with quality standards across all relevant campaigns. Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
- Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
- Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
- Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
- Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
- Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
- Organize and facilitate QA calibration sessions with CSEs and AMS to ensure consistent standards and interpretations. Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
- Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
- Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
- Recommend refresher trainings for agents who consistently fail to meet QA standards.
- Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
328 open positions on Semasocial right now
· 6730 open positions in Nairobi County, Kenya
· 8 posted in the last 7 days
Contact Information
CV Job Description Matcher See how well your CV matches this job and get tips to improve your chances AI Tool
This tool helps you see how closely your CV matches a job description. It also gives you simple suggestions on what to improve so you have a better chance of getting shortlisted.
){kind=link}
Beware of Fraudsters!
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Disclaimer & TOS: We do not guarantee the authenticity of every single job posting and are not responsible for any fraudulent activity or misrepresentation by third parties. We are not involved in any stage of the interview or recruitment process and do not charge any fees from job seekers. For further details, please read the rest of the Terms of Service.