Background information about the job or company

Jiji is the largest online marketplace with over 10 million visitors on our site and 5 million active ads. We have been recognized as the best classifieds twice in a row with the highest visibility and returns on our different categories and services.

Responsibilities or duties

The following are the duties you’ll be responsible for:

• Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
• Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
• Assist in the preparation of QA documents and distribution to call center agents.
• Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
• Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement.
• Plan and schedule QA training,one on one coaching and calibration sessions.
• Assess agents monthly performance by working closely under the supervision of the QA manager.
• Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
• Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
• Attend and actively participate in QA meetings.
• Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.

Qualifications or requirements

We believe that you’ll succeed better if you possess the following:

• Proficiency in Excel, G-suite, emailing and powerpoint presentation
• Excellent data collection and analysis skills
• Excellent interpersonal skills

Experience needed

2 years and above experience as a QA in a busy outbound call center

Any other provided details

BENEFITS

We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s important that to work efficiently, you need to stay in favorable working conditions.

That’s why we offer you the following benefits:

• Performance-based bonuses: on top of your basic salary, you can earn monthly bonuses tied to your results and quality of work.
• Flexible work arrangements: options for remote work during the week to support work-life balance.
• Professional development: opportunities to grow your skills, gain certifications, and advance into a more senior position.
• Employee recognition programs: awards, public recognition, or sponsored personal trips for outstanding contributions.
• Tools & training support: access to QA tools to help you excel in your role.
• Wellness support: programs to support focus and wellbeing in a detail-oriented role.

• Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
• Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
• Assist in the preparation of QA documents and distribution to call center agents.
• Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
• Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement.
• Plan and schedule QA training,one on one coaching and calibration sessions.
• Assess agents monthly performance by working closely under the supervision of the QA manager.
• Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
• Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
• Attend and actively participate in QA meetings.
• Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.

• Proficiency in Excel, G-suite, emailing and powerpoint presentation
• Excellent data collection and analysis skills
• Excellent interpersonal skills

• Degree or diploma in any field