Dispatch Quality Assurance Analyst. Customer Service Jobs In Kenya

About the role:

Join our dynamic team as a Quality Analyst! Reporting to the Director of Product Operations and collaborating closely with the Dispatch Director, you'll play a crucial role in ensuring top-notch customer care. We're looking for a detail-oriented, analytical, and self-starting individual with a high EQ to monitor dispatch calls, ensuring they are filled with empathy and active listening. If you have amazing communication skills, a sharp eye for detail, love diving into data, and enjoy turning reports into actionable insights, we'd love to hear from you! Come be part of a fun, supportive, and engaging environment where your skills can truly shine.

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Here is what you’ll do:

• Review emergency calls from all dispatchers.
• Evaluate emergency calls based on predefined criteria to ensure protocols are being followed and to ensure excellent customer care and satisfaction
• Analyse call data to detect trends and patterns.
• Identify areas for improvement in dispatch processes.
• Monitor and report on key performance indicators (KPIs), including call quality and customer satisfaction metrics.
• Alert and escalate critical issues to the relevant team lead for prompt resolution.
• Work collaboratively with cross-functional teams to refine dispatch protocols and procedures, promoting ongoing improvement in service delivery.
• Develop and deliver standardized weekly and monthly performance reports for all dispatchers that highlight key performance indicators (KPIs), call trends, and areas for improvement.
• Work with supervisors to provide coaching and process improvements based on QA findings.

Requirements

• Proven experience in quality assurance in a customer service or call center environment.
• Exceptional attention to detail and ability to accurately input and analyze data.
• Strong communication skills, both written and verbal, to effectively convey insights and collaborate with team members.
• Ability to work independently and efficiently, listening to numerous calls daily while maintaining focus and accuracy.
• Experience using QA software, call monitoring tools, and data visualization platforms.
• Proficiency in Microsoft Office suite and experience with data analysis tools preferred.
• A keen interest in promoting customer satisfaction and continuous improvement within the dispatch center.

Bonus Points if:

• Experience in a relevant field such as business administration, communications, or a related area is preferred.
• Previous experience in emergency dispatch or related fields, providing valuable insight into the role's unique challenges and demands.
• Certification in quality assurance methodologies or relevant training in customer service excellence.
• Demonstrated ability to derive actionable insights from data analysis and effectively implement process improvements.
• Strong problem-solving skills, with the capacity to identify root causes of issues and propose effective solutions.
• A proactive and adaptable mindset, able to thrive in a fast-paced environment and quickly adapt to evolving priorities and challenges.

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How to Apply

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