Quality Assurance Analyst at Techno Brain BPO(ITES) Limited (2023-06 – 2025-03)
Monitor assigned Staff/Operators and provide feedback on areas needing improvement, evaluate performance quality, conduct monitoring sessions, and ensure quality policies are followed.
- Monitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvement
- Evaluate progress of Staff/Operators' performance, quality, etc.
- Conduct monitoring sessions and communicate changes, updates, etc. based on client feedback
- Monitor requirements and adhere on a daily/weekly/monthly basis
- Conduct program education classes as directed by Management
- Review quality assurance concerns with Team Leaders in a timely and effective manner
- Respond to QA-related inquiries from Operations and corresponding Departments
- Ensure that quality policies and procedures are communicated and followed
- Troubleshoot low-performing programs and provide suggestions for improvement
- Participate in calibration sessions to ensure that all teams are aligned with the KPIs
- Finalize reports on audit updates and errors
- Assist in setting QA guidelines to be implemented for existing employees and new hires
- Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
- Perform other duties as assigned
Customer Service Manager at Techno Brain BPO(ITES) Limited (2023-01 – 2025-03)
Motivated and supported agents through feedback and communication, measured KPIs, conducted performance reviews, managed call center agent team, and handled hiring and onboarding.
- Motivated and supported agents through feedback and communication
- Measured KPIs such as inbound calls, call waiting, and call abandonment
- Conducted performance reviews and monitored agent performance
- Communicated company information and presented commendations
- Prepared monthly and annual performance reports
- Created targets and goals for improvement
- Provide product/service information by answering questions and helping
- Keep track of employee attendance and ensure work procedures are complied with
- Creates targets and goals for improvement. Managing and overseeing a call center agent team
- Create and maintain files on each agent as they relate to attendance, production, and reviews
- Assist in hiring and onboarding new employees
Customer Service Manager at DukaBet Kenya (2022-03 – 2023-01)
Supervised day-to-day operations in the customer service department, responded to customer service issues promptly, created effective customer service procedures, policies, and standards.
- Supervising day-to-day operations in the customer service department
- Responding to customer service issues promptly
- Creating effective customer service procedures, policies, and standards
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
- Implementing an effective customer loyalty program
- Maintaining accurate records and documenting all customer service
Operations Manager at SPORTYBET KENYA (2021-08 – 2022-03)
Developed and implemented operational strategies, contributed to long-term planning, led and motivated teams, managed budgets, implemented quality control measures, and oversaw daily operations.
- Develop and implement operational strategies aligned with the company's overall goals
- Contribute to long-term planning and initiatives for organizational success
- Ensure the company's vision and process ideals are supported
- Streamline and optimize business processes to improve efficiency and reduce costs
- Ensure compliance with relevant regulations and standards
- Team Leadership & Management: Lead, motivate, and supervise teams to achieve operational goals
- Recruit, train, and manage staff effectively
- Conduct performance appraisals and provide feedback
- Manage budgets and allocate resources effectively
- Oversee inventory and supply chain management
- Implement and maintain quality control measures
- Ensure products and services meet quality standards
- Communicate effectively with internal and external stakeholders
- Prepare and present reports on operational performance
- Keep management informed of key issues
- Manage relationships with partners and vendors
- Oversee daily operations of the company and support the work of executives
