BURN Customer Experience Quality Assurance Officer - French Speaker Jobs in Kenya; The employee will ensure delivery of highquality customer service within Customer Experience. This position designs, implements, and oversees quality assurance programs to enhance the skills and performance of all call center agents. The ideal candidate should have a strong background in quality assurance, PAYGO collection, and a deep understanding of call center operations. Experience in call center training and quality is an added advantage.Duties and ResponsibilitiesCall Evaluation
BURN Customer Experience Quality Assurance Officer - French Speaker Jobs in Kenya;
Duties and Responsibilities
Conduct regular evaluations of calls, emails, chats, and other communications to assess agent performance and adherence to standards.Collection Call Monitoring
Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.Performance Metrics Tracking
Assess agent performance, script adherence, and negotiation effectiveness to enhance collection efficiency.Feedback Provision
Provide timely and constructive feedback to agents, highlighting strengths and areas for improvement.Data Analysis & KYC Checks
Analyse monitoring data to identify trends and concerns related to performance, satisfaction, and compliance.
Conduct daily KYC checks and provide feedback to the Agent Care Support team.Calibration Sessions
Facilitate calibration and feedback sessions to address gaps and improve customer experience.Compliance Monitoring
Stay informed about regulatory requirements and industry standards, ensuring agent adherence.Training and Development
Identify training needs and develop materials/programs to address skill gaps.Technology Utilization
Ensure all calls are recorded, archived, and retrievable as required.Customer Feedback Analysis
Analyse customer feedback, complaints, and surveys to identify recurring issues and (adsbygoogle=window.adsbygoogle||[]).push({});recommend actions.Escalation Handling
Develop protocols for handling escalated issues, ensuring timely resolution and satisfaction.Team Leadership and Development
Provide leadership, guidance, and support to the QA team, fostering continuous learning and accountability.Other Duties
Perform other responsibilities as requested or assigned by management.BURN Ambassador
Maintain integrity and be a positive ambassador for BURN.
Strive for continuous improvement in customer services.
Maintain openness to feedback and suggestions.Skills and Experience
Skills and Experience
Bachelor’s degree in Business Administration, Communication, or related field.
Proven experience in call centre operations, with focus on quality assurance and performance management.
Strong knowledge of English and French (both required).
Strong analytical skills with ability to interpret data and trends.
Excellent communication and interpersonal skills.
Detailoriented with commitment to accuracy.
Proficiency in call centre technologies and QA tools.
Knowledge of industry regulations and compliance requirements.