Digital Product Owner
Voya Financial
Quality Assurance Analyst, Telesales
M-KOPA
full-time
Posted on:
Origin: • 🇰🇪 Kenya
Visit company websiteJob Level
JuniorMid-Level
About the role
- Ensure high levels of First Call Resolution (FCR), Customer Satisfaction, and compliance by monitoring and analyzing telesales interactions
- Evaluate telesales calls to ensure adherence to call-handling standards, scripts, compliance, and customer experience guidelines
- Identify quality gaps and trends impacting performance
- Prepare regular quality performance reports for Telesales Management
- Provide actionable recommendations to improve sales conversion, efficiency, and customer experience across CRM systems
- Enforce QA processes and standards and partner with compliance and training teams to align QA practices
- Design, update, and document quality and compliance processes; recommend process enhancements to improve agent productivity and customer experience
- Stay informed on emerging call center QA practices, tools, and technologies and benchmark against best practices
- Conduct customer and agent satisfaction surveys and recommend corrective actions
- Partner with team leaders to coach telesales representatives and deliver constructive, supportive, performance-driven feedback sessions
Requirements
- Diploma in a relevant field (Business, Communication, Customer Service, or related)
- Over 2-3 years' experience as a Telesales Representative (QA experience will be an added advantage)
- Sales-focused, customer-centric and diligent
- Exceptional writing and communication skills
- In-depth understanding of M-KOPA business
- Data analysis capability and ability to influence data-driven decisions
- Self-motivated & able to demonstrate a drive for results with a professional approach
