Quality Analyst – M-KOPA

Job Description

What’s exciting about this role?

Are you passionate about ensuring top-notch customer service? As a Quality Analyst, you will play a crucial role in monitoring and enhancing the quality of customer interactions in our call center. This position is perfect for those who thrive on providing real-time feedback, developing quality processes, and ensuring compliance with our internal standards.

In this position, you will:

• Support the development and implementation of Tele sales quality processes, procedures, and standards to enhance the overall M-KOPA customer experience.
• Listen to Telesales Representatives and client calls, providing real-time feedback to improve performance and recognize top performers.
• Collaborate in designing call monitoring formats and quality standards to ensure consistent service quality.
• Identify knowledge gaps and use data trends to recommend targeted training to the leadership team.
• Utilize a quality monitoring data management system to compile, track, and prepare performance reports and reviews at both team and individual levels.
• Champion adherence to M-KOPA call center policies, processes, and regulations, driving improvements to elevate the customer experience.
• Document call behavior and offer actionable feedback to Telesales Representatives and the Call Center Leadership team.
  

Expertise

To excel in this role, you should have:

• A Bachelor’s degree in any field.
• At least 2 years of experience as a Quality Analyst in a call center environment.
• A background in auditing Telesales teams is advantageous.
• Strong leadership and interpersonal skills.
• Competence in performance management, coaching, and mentoring.
• Excellent decision-making and problem-solving abilities.
• A proven track record of good performance.
• The ability to work under pressure and meet deadlines.
  

What’s in it for you?

• Competitive compensation package
• Performance bonus
• Annual leave
• Learning & development support