Summary
Date Posted: Friday, May 14, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Assistant Manager - Technical Analysis & Coaching (Quality Assurance Analyst)
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience
• Location Nairobi
• Job Field Media / Advertising / Branding

Job Purpose
This role will lead a team of analysts in monitoring and assessing the quality of the performance of our Contact Centre Customer Service Advisors (CSAs). This individual will assist in developing, creating and implementing Contact Centre quality processes and procedures, as well as making recommendations for enhancements to training materials as needed.

Key Performance Areas
• Design monitoring formats and quality standards to improve service quality across all Contact Centre channels.
• Review and assess Contact Centre interactions (calls, emails, chat, etc…), based on the established internal standards and provide Customer Service Advisors (CSAs) with meaningful and constructive feedback for improvement.
• Evaluate CSAs preparedness by administering periodic short tests, marking them and giving feedback on performance.
• Drive the learning culture across all staff in the Contact Centre by developing plans for learning and skills development and providing coaching to CSAs.
• Conduct root cause analysis and provide quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery and recommending ways of improvement.
• Use quality monitoring data management systems to compile and track performance at a team and individual level.
• Analyze all customer service metrics (e.g. CSAT, CES, FCR, NPS) beside your QA scores, directly measure their correlation to customer experience effectiveness and create strategies on improvement.
• Participate in the frequent review of the Contact Centre policies and procedures as well as improvements in the service level standards and drive awareness and adherence by all CSAs.
• Identify and implement tools targeted towards improving and complementing the existing quality assurance tools and technology.
• Provide floor support to the Operations Team and ensure that control lapses, processes and system issues are identified in time and all significant risks are escalated and resolved in a timely manner to avoid service delivery disruptions.

Minimum Requirements
• A Bachelor’s Degree in Communication, Business, Social Science or any other related field.
• A minimum of four (4) years’ experience of which one (1) should be at Supervisory Level in Quality Assurance in Contact Centre/Customer Service field.
• Excellent demonstrable knowledge of Contact Centre SOPs.
• Coaching, Mentorship & Training skills
• Excellent written and verbal communication and organizational skills.
• Have good listening and analytical skills and ability to demonstrate critical thinking.
• Independent mind with an assertive nature.
• A team player with strong interpersonal skills and a positive attitude.
Note:
1. All applications from interested and qualified candidates must be submitted online via the process below.
2. ONLY shortlisted candidates will be contacted.
3. All applications should be submitted online by 26th May 2021.
4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
5. KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

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Job application procedure
Registration:
• Go to https://erecruitment.kra.go.ke/login  and then click on the ‘Register’ button to start the application process.
• After registration, you will receive an email enabling you to confirm your email address and complete your registration.
Log on:
• After registration go to https://erecruitment.kra.go.ke/login 
• Key in your username and password then click on ‘Log in’ to access your account.
• After successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
• On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
• Click on ‘My Profile’ to create and update your profile.
• Follow the instructions to complete your profile.
• The process will end by clicking the tab “Overview and Release”.
• Ensure you click the check box on the page to complete the profile.
Application process:
• To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
• Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
• Click on the Job posting to display the details of the position.
• To apply for the position, click ‘Apply’ button at the top of the page.
• Follow the instructions to complete and submit your application.
• Kindly note that all mandatory fields must be completed.
• To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges, please send your email query to isupporthr@kra.go.ke 

If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke 
Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)
Note:
1. All applications from interested and qualified candidates must be submitted online via the process below.
2. ONLY shortlisted candidates will be contacted.
3. All applications should be submitted online by 26th May 2021.
4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
5. KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.

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