Quality Assurance Analyst: Twi & English Speaker - TapTap Send

The Quality Assurance Analyst (QAA) is the voice of the customer for TapTap Send (TTS) championing best customer service practices and ensuring every CSR has the tools they need to improve their performance. The QAA will evaluate customer contact, and feedback to TLs and CSRs, produce timely reporting for the department on trends and learning needs and also be a force for positive change in CS.

You will

• Be the “voice of the customer” in Customer Services (CS), ensuring that we always have a focus on bettering our customer service offering. 
• Be instrumental in improving TTS CSAT scores through the key day-to-day tasks outlined below. 
• Evaluating inbound and outbound customer contact received via all TTS communication channels. 
• Providing feedback to our Customer Service Representatives (CSRs) to ensure they are supported in improving their performance.
• Producing effective reporting on Quality performance in the CS Department.
• Surfacing key trends and learning needs in Quality performance within CS and providing analysis on how to approach these.
• Engaging with the CS department, leveraging the understanding gained from Quality Evaluations to provide feedback, guidance and best practice recommendations to our CSRs.
• Leading calibrations and side-by-side evaluation sessions with the CS department to improve understanding of “what good looks like” in CS and ensure alignment with all stakeholders in the QA process. 
• Providing insights to the training/learning function on areas of customer service to target in department-wide training interventions.
• Be a driving force for continuous improvement in the CS department, focusing on customer service quality, process improvement and industry best practices. 
• Be a role model for the TTS Values, leading other colleagues by example through the way you work and in the way you interact with others.

Essential Skills

• Deep understanding of customer service best practices
• Proficient in spoken and written English
• 2 years of experience in evaluating customer contact centres including call and written contact
• An attitude of “we can always do better” and a firm sense of fairness in all work undertaken
• Strong written and verbal communication skills
• High attention to detail
• Ability to work to tight deadlines in high-pressure situations
• Being able to challenge in an empathetic and understanding way
• Proficient in MS office/Google docs

Desired skills/experience

• Fluent Twi speaker
• Experience in report generation
• Experience in leading meetings with varied stakeholders
• Knowledge of process change Experience in learning needs analysis
• Awareness of risk management concepts
• Experience in root cause analysis