Jobs
>
Nairobi

    Tupande Contact Center Training and Quality Assurance Specialist at - Nairobi, Kenya - One Acre Fund

    One Acre Fund
    One Acre Fund Nairobi, Kenya

    Found in: beBee S2 KE - 2 days ago

    Default job background
    Full time
    Description

    One Acre Fund is a nonprofit organization that supplies smallholder farmers in East Africa with asset-based financing and agriculture training services to reduce hunger and poverty.

    About The Role

    Our Contact Center of 100+ staff is based in Kakamega; this position is hybrid, but due to the nature of the work, it calls for being predominantly on site.

    Reporting to the Contact Center Lead, you will manage the design, implementation and evaluation of quality assurance, training and development initiatives.

    You will also spearhead strategic initiatives that elevate our team's performance, improve our processes, and ensure unparalleled customer experience.
    Responsibilities

    Training

    Align Training strategies with the contact center and implement training designs to improve the customer experience.
    Liaise with partners to implement training plans.
    Identify areas of standardization in training by developing training processes.
    Design and implement Training Needs Analysis tools.

    Quality Assurance

    Align QA strategies with the contact center and implement QA designs to improve the customer experience.
    Advocate for C-SAT(Customer Satisfaction) and NPS (Net Promoter Score)enhancement initiatives.
    Responsible for the end-to-end design and implementation of Change Projects which improve the QAT team.
    Work with partners to update and improve on the Quality Assurance Training process.

    Team Leadership

    Responsible for coordinators who oversee the QAT teams; have regular check-ins, performance reviews and create personal development plans for your direct reports.

    Develop staffing projections for the QAT team, recruit and onboard team members.
    Conduct workshops with Trainers to improve their skills.
    Use analytics and data-driven insights to identify trends, challenges, and opportunities.
    Present regular reports to senior management, providing insights into contact center performance, training outcomes, and QA findings.

    Career Growth and Development

    We have a strong culture of constant learning and we invest in developing our people. You'll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You'll have the opportunity to shape a growing organization and build a rewarding long-term career.

    Qualifications
    Across all roles, these are the general qualifications we look for.

    For this role specifically, you will have:
    Experience with a Learning Management System/training tools - eg Moodle
    Training of Trainer Certification would be an added advantage.
    Certification in CX-Customer Excellence
    Experience with contact center technology, including quality management tools with Knowledge in Contact Center Performance metrics analysis
    Minimum of 3+ years of leadership in contact center operations.


    Language:
    English & Kiswahili
  • comundo

    Knowledge Management and Quality Assurance Specialist

    Found in: Arca24 IT T2 - 1 day ago

    comundo Nairobi, Kenya

    comundo · Knowledge Management and Quality assurance play a crucial role in the development and sustainability of organisations to enhance innovation and competitiveness, support effective decision making, enhance research and development and strengthen capacity building, GRIC is ...

  • comundo

    Knowledge Management and Quality Assurance Specialist

    Found in: Arca24 IT T2 - 9 hours ago

    comundo Nairobi, Kenya

    comundo · Knowledge Management and Quality assurance play a crucial role in the development and sustainability of organisations to enhance innovation and competitiveness, support effective decision making, enhance research and development and strengthen capacity building, GRIC is ...

  • iHUB

    Digital Technology Specialist – Systems Analysis and Quality Assurance Competence at

    Found in: beBee S2 KE - 5 days ago

    iHUB Nairobi, Kenya Full time

    We are a globally recognised organisation that is deeply steeped in the local technology innovation culture. We've been both the main catalyst for regional technology acceleration and a role model for technology hubs across emerging markets · Purpose of the position · The Digital ...

  • International Potato Center

    Research Associate

    Found in: beBee S2 KE - 5 days ago

    International Potato Center Nairobi, Kenya Full time

    The International Potato Center, known by its Spanish acronym CIP, was founded in 1971 as a root and tuber research-for-development institution delivering sustainable solutions to the pressing world problems of hunger, poverty, and the degradation of natural resources. · About th ...

  • International Potato Center

    Research Associate-Data and Information Systems Management at

    Found in: beBee S2 KE - 5 days ago

    International Potato Center Nairobi, Kenya Full time

    The International Potato Center, known by its Spanish acronym CIP, was founded in 1971 as a root and tuber research-for-development institution delivering sustainable solutions to the pressing world problems of hunger, poverty, and the degradation of natural resources · About the ...

  • Britam

    Project Implementation Auditor at

    Found in: beBee S2 KE - 3 days ago

    Britam Nairobi, Kenya Full time

    Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi · Job purpose: · The ...

  • Public Service Commission Kenya (PSCK)

    Senior Deputy Director, Health Management Services,

    Found in: beBee S2 KE - 3 days ago

    Public Service Commission Kenya (PSCK) Nairobi, Kenya Full time

    The Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in t ...

  • United Nations Office for Project Services

    Project Management and Infrastructure Specialist

    Found in: beBee S2 KE - 5 days ago

    United Nations Office for Project Services Nairobi, Kenya Full time

    ABOUT THE COMPANY · The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners' peacebuilding, humanitarian and development projects around the world. · JOB SUMMARY · Education/Exper ...

  • Capex Life Assurance Kenya

    Manager - Underwriting at

    Found in: beBee S2 KE - 5 days ago

    Capex Life Assurance Kenya Nairobi, Kenya Full time

    Founded in 2000 with headquarters in Lagos, Nigeria, Capital Express Assurance has grown over the years to become one of the biggest life insurers in West Africa and has made the extra step to add Eastern Africa region to its global footprint. Operating as Capex Life Assurance in ...

  • Save the Children

    MEAL Assistant at

    Found in: beBee S2 KE - 1 day ago

    Save the Children Nairobi, Kenya Full time

    The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries · ROLE PURPOSE · Under the general guidance and direction of the ...

  • Capex Life Assurance Kenya

    Accountants at

    Found in: beBee S2 KE - 5 days ago

    Capex Life Assurance Kenya Nairobi, Kenya Full time

    Founded in 2000 with headquarters in Lagos, Nigeria, Capital Express Assurance has grown over the years to become one of the biggest life insurers in West Africa and has made the extra step to add Eastern Africa region to its global footprint. Operating as Capex Life Assurance in ...

  • Public Service Commission Kenya (PSCK)

    Senior Deputy Director, Health Management Services,

    Found in: beBee S2 KE - 3 days ago

    Public Service Commission Kenya (PSCK) Nairobi, Kenya Full time

    The Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in t ...

  • United Nations Office for Project Services (UNOPS)

    Project Management and Infrastructure Specialist at

    Found in: beBee S2 KE - 5 days ago

    United Nations Office for Project Services (UNOPS) Nairobi, Kenya Full time

    The United Nations Office for Project Services is an operational arm of the United Nations, dedicated to implementing projects for the United Nations System, international financial institutions, governments and other partners in the aid world. · Responsibilities: · Strategic pla ...

  • Public Service Commission Kenya (PSCK)

    Senior Deputy Director, Health Management Services,

    Found in: beBee S2 KE - 3 days ago

    Public Service Commission Kenya (PSCK) Nairobi, Kenya Full time

    The Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in t ...

  • United Nations Office for Project Services (UNOPS)

    Carbon Analyst at

    Found in: beBee S2 KE - 6 days ago

    United Nations Office for Project Services (UNOPS) Nairobi, Kenya Full time

    The United Nations Office for Project Services is an operational arm of the United Nations, dedicated to implementing projects for the United Nations System, international financial institutions, governments and other partners in the aid world. · Background Information - Job-spec ...

  • Capex Life Assurance Kenya

    Claims Manager at

    Found in: beBee S2 KE - 5 days ago

    Capex Life Assurance Kenya Nairobi, Kenya Full time

    Founded in 2000 with headquarters in Lagos, Nigeria, Capital Express Assurance has grown over the years to become one of the biggest life insurers in West Africa and has made the extra step to add Eastern Africa region to its global footprint. Operating as Capex Life Assurance in ...

  • Unicef

    Programme Specialist

    Found in: beBee S2 KE - 3 days ago

    Unicef Nairobi, Kenya Full time

    Under the direct supervision and technical guidance of the Regional Water Supply, Sanitation and Hygiene (WASH) advisor of ESARO, the Innovative Ground Water Mapping and Implementation -Programme Specialist will be responsible for (i) the management of the day-to-day operations o ...

  • Development Pathways

    Digital Technology Specialist

    Found in: beBee S2 KE - 5 days ago

    Development Pathways Nairobi, Kenya Full time

    Development Pathways is a growing consultancy firm specializing in social policy in international development. The company brings together a group of international development practitioners - and an expanding network of consultants - with extensive experience of working on social ...

  • Capex Life Assurance Kenya

    Senior Accountant at

    Found in: beBee S2 KE - 5 days ago

    Capex Life Assurance Kenya Nairobi, Kenya Full time

    Founded in 2000 with headquarters in Lagos, Nigeria, Capital Express Assurance has grown over the years to become one of the biggest life insurers in West Africa and has made the extra step to add Eastern Africa region to its global footprint. Operating as Capex Life Assurance in ...

  • Izwe Loans Kenya Limited

    Sales Unit Manager

    Found in: beBee S2 KE - 5 days ago

    Izwe Loans Kenya Limited Nairobi, Kenya Full time

    Izwe Africa Holdings is a specialist Financial Solutions Group targeting both the formally and informally employed markets with the primary offering of unsecured loans to the under-banked. The Group has grown into a dynamic, rapidly developing pan-African micro-financier and insu ...