Quality Assurance Specialist is responsible for all types of training and quality assurance within the company as well as participating in process improving support continues improvements in the organization
DUTIES AND RESPONSIBILITIES
Improving and maintaining customer service quality by conducting quality assurance inspections, analyzing results, providing coaching, process improvement.
Increase employee skills, performance, productivity, and work quality
Track all inbound channels and outbound client communication based on QA template
Verify customer service results by testing skills in product knowledge, service ability.
Give feedback and teach to help every day/weekly/monthly
Use all available reports to collect and monitor performance in departments, teams.
Engage in calibration and ensure minimum variance from team level
Performing other tasks assigned to him by the management.
Perform any other ad-hoc assigned tasks with the Line manager when required.
QUALIFICATIONS
Minimum Bachelor’s degree
Excellent command of the English language, with high writing skills
Excellent Swahili communication skills smooth in
English or other relevant languages.
Experience in forex or financial services will be an added advantage.
Previous experience in training delivery and quality assurance is recommended.
Research, planning, preparation, time management, and a high level of administrative skills
Problem solving skills and the ability to quickly adapt to change
Very motivated and able to work under pressure
Creative thinking skills and ability to handle issues proactively
