Joseph Mutui
Customer support QA Analyst
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About
Expert QA analyst bringing almost 10 years of expertise in the service industry. Effectively manages assignments and team members. Dedicated to self-development to provide expectation-exceeding service.
Experience
QA Analyst, 07/2022 - Current
Sendwave - Nairobi, Nairobi County
This role includes
Participate in the design of call monitoring formats (Scorecard) and quality standards.
Perform call monitoring and provide trend data to the operations team.
Use a quality monitoring data management system (Playvox) to compile and track performance at the team and individual levels while offering coaching sessions where needed.
Perform monitors of email and text responses.
Working with the Neo-banking products team to provide actionable data and quality information to key stakeholders, enabling informed decision-making.
Coordinate and facilitate call calibration sessions for call center staff.
Provide feedback to call center team leads and trainers
Perform other duties as assigned.
Education
2013 CATHOLIC UNIVERSITY OF EASTERN AFRICA - Nairobi, Kenya.
Bachelor of Science computer science
